General Information

Req #
100013412
Career area:
Services
Country:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Monday, June 7, 2021

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

The one thing that’s missing? Well… you...

Description and Requirements

Premier technical support is a new and exciting Lenovo division. As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond the standard level one support most provide. This position is a technical role within the Premier Technical Support team based in Morrisville, NC. In this role, you be delivering our best in class support to Lenovo’s customers. As part of your work you will provide support via email and phone while accurately diagnosing reported problems within our client’s product environment (notebooks, desktops, and tablets), dispatching parts and service to customer sites as needed. You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed. The ideal candidate will be highly technical and have an inner drive to learn even more as part of a growing team.

Daily activities include but are not limited to: 
• Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service related issues 
• Troubleshoot to identify hardware and software issues in many different customer environments
• Advise and educate customers through a combination of experience/documentation to ensure a solution
• Translate complex technical details/instructions to each customers level 
• Provide closed loop feedback on recurring issues with teammates and relevant engineering staff 
• Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution
• Actively monitor case workload and drive to closure within SLA’s.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.