General Information

Req #
WD00015117
Career area:
Services
Country/Region:
Australia
State:
New South Wales
City:
Chatswood
Date:
Tuesday, November 23, 2021
Working time:
Full-time

Why Work at Lenovo

Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. To find out more visit https://www.lenovo.com,and read about the latest news via our StoryHub.

Description and Requirements

Are you looking for a team where a logical, methodical, and efficient approach to problem-solving will delight customers and be recognised internally? 

Can you troubleshoot, isolate, and diagnose computer hardware and software faults efficiently by phone while delivering an exceptional customer experience?

Do you have high attention to detail and a sense of pride in your work that drives you to take ownership and see things through?

Are you looking for a career instead of a job and a team that is growing and providing multiple opportunities for growth and career advancement?   

Lenovo Premier Support provides best-in-class support with highly skilled Premier Support Engineers delivering advanced troubleshooting and end-to-end case management through to issue resolution.  

Website address https://www3.lenovo.com/au/en/services-warranty/premiersupport/

This is a highly technical customer focused role within Premier Support, Lenovo’s highest-level service offering for our commercial range of laptops, desktops, tablets and smart office devices.  

Based in Sydney, our high performing team were the first to launch Premier Support globally and are now considered a flagship and a role model for other Premier Support teams around the world, delivering best-in-class support to Lenovo’s Premier Support customers throughout Australia and New Zealand.

Over phone and email, you will deploy advanced troubleshooting and exceptional customer service skills to diagnose and resolve faults, and where necessary, dispatch parts and field engineers to the site to conduct NBD repairs.

You will oversee every case from start to finish demonstrating exceptional case management, follow up and communications to ensure the highest levels of customer satisfaction.

You will be supported by a team which includes L2 and L3 senior engineers, a dedicated Technical Trainer and Quality Assurance coach and a team of Technical Account Managers and Technical Support Managers.

As a member of a rapidly expanding team, you will be well-positioned for personal and professional growth with a variety of secondary and tertiary roles such as those mentioned above and more.

Responsibilities:

  • Provide technical support via phone and email to Premier Support customers
  • Employ effective remote troubleshooting and isolation methodologies
  • Identify the cause of PC hardware/software faults and provide a solution
  • Demonstrate exceptional end to end case management and track issues through to resolution
  • Keep customers updated at every step from start to finish
  • Manage personal workload, adhere to and meet multiple KPI’s
  • Complete ongoing technical training and compliance

  

Key Competencies Needed:

  • Working knowledge of Windows OS and MS Products
  • Experience diagnosing a broad range of hardware/software faults
  • Experience supporting Desktops, Laptops and Tablets
  • High attention to detail and exceptional quality control
  • Able to problem solve and think laterally
  • Effective verbal/written communications and customer skills
  • Exceptional case ownership and ability to develop solid action plans
  • Proven ability to learn and support new and complex technologies
  • Ability to prioritise in a fast-paced, dynamic work environment

Candidate Pre-Requisites
Previous Experience:

  • 3+ years of experience in a similar Technical Support role
  • Applicants must be Australian Citizens or Permanent Residents
  • Experience within IT Services and Working with Field Service Providers


Qualifications:

  • Desirable Certifications - MCSE, MCP, CCNA, A+ or qualification in a relevant field - or Industry Technical Certifications from a Tier 1 IT Vendor