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Description and Requirements
Job Description:
Lenovo Managed Service Desk is Lenovo's implementation of DaaS and managed solutions. DaaS (Device as a Service) is a way to manage physical devices, services, and OEM (Original Equipment Manufacturer) devices. Lenovo Managed Service Desk takes the DaaS concept and builds custom programs for each partner giving them a truly custom experience. This custom experience is not limited to Lenovo OEM devices. Lenovo Managed Service Desk caters to the needs of our partners to support them with almost all other OEM companies to ensure that Lenovo Managed Service Desk can deliver the best solution possible. This position is a technical role within the Managed Service Desk that supports Latin America countries. In this role, you will be delivering our best-in-class support to Lenovo's customers. You will assist customers in resolving technical issues beyond the standard level one support most provide. You will be responsible for providing exceptional technical support to Lenovo's enterprise customers. You will provide support via email and phone by accurately diagnosing reported problems within our client's product environment (notebooks, desktops, and tablets), and are also responsible for dispatching parts and service to customer sites as needed.
Responsibilities:
Technical support to Lenovo's customers, including troubleshooting hardware and software issues, resolving technical problems, and answering technical questions.
Communicate effectively with end-users by translating complex technical details/instructions to match each customer's level.
Collaborate with Level 2 engineers and technical account managers to resolve customer escalations.
Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues.
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.
Basic Requirements:
Minimum of 1-3 years of experience in technical support or customer-facing technical role
Excellent communication skills, verbal & written in Spanish, Portuguese & English languages.
Preferred Requirements:
CompTIA certifications (A+, Network+, Security+, etc.)
Degree in Computer Science, Information Technology, or related field; or equivalent experience
Ability to work effectively in a fast-paced, dynamic environment.
Ability to learn quickly with a proven record of learning new and challenging technologies.
Experience working in a call center type of environment.
Excellent communication, interpersonal, and critical thinking skills.
Additional Locations:
* Mexico - Distrito Federal - Mexico D.F.