General Information

Req #
WD00078116
Career area:
Servicios
Country/Region:
México
State:
Distrito Federal
City:
Mexico D.F.
Date:
lunes, Febrero 24, 2025
Working time:
Full-time
Additional Locations: 
* Mexico - Distrito Federal - Mexico D.F.

Why Work at Lenovo

Somos Lenovo. Hacemos lo que decimos. Somos dueños de lo que hacemos. Sorprendemos a nuestros clientes. 

Lenovo es una potencia tecnológica global con ingresos de 57 mil millones de dólares, ocupa el puesto 248 en Fortune Global 500 y atiende a millones de clientes todos los días en 180 mercados. Centrada en una visión audaz de ofrecer tecnología más inteligente para todos, Lenovo ha aprovechado su éxito como la empresa de PC más grande del mundo con una cartera completa de dispositivos habilitados para IA, listos para IA y optimizados para IA (PC, estaciones de trabajo, teléfonos inteligentes). , tabletas), infraestructura (servidor, almacenamiento, borde, informática de alto rendimiento e infraestructura definida por software), software, soluciones y servicios. La inversión continua de Lenovo en innovación que cambia el mundo está construyendo un futuro más equitativo, confiable e inteligente para todos, en todas partes. Lenovo cotiza en la bolsa de valores de Hong Kong bajo el nombre de Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 

Para obtener más información, visite www.lenovo.com y lea las últimas noticias a través de nuestro StoryHub.

Description and Requirements

Lenovo Premier Support is the top service offered by Lenovo to their customers. As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond what a standard level one support must provide. 
This position is a technical role within the Premier Technical Team that supports Latin America countries (Spanish language). In this role, you will be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via e-ticket, chat and phone, while accurately diagnosing reported problems within our client’s product environment (commercial notebooks, desktops, tablets, smart and AR/VR devices), 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. 
 
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. 
  • Document all the interactions in Lenovo´s CRM
Requirements:
  • Strong technical background with a passion for learning and growing within a team.
  • Excellent verbal and written communication skills to engage with customers at all levels.
  • Experience diagnosing and troubleshooting hardware and software issues in commercial devices (notebooks, desktops, tablets, etc.) in the field.
  • Customer-focused mindset with the ability to simplify complex technical details.
  • Intermediate level of English (Nice to have)
  • Intermediate level of Portuguese (Nice to have)

Additional Locations: 
* Mexico - Distrito Federal - Mexico D.F.
* Mexico - Distrito Federal - Mexico D.F.
* Brazil - Distrito Federal
* Mexico
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