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Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
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Description and Requirements
As a Premier Technical Support Specialist, 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. This position is based in Morrisville, NC.
This position will be a full-time supplemental for the first 3-6 months. During this time, the management team will evaluate your performance. Once you have completed the term, you will be evaluated by the management team and a decision will be made on if you will move forward into a full-time regular position.
Job Responsibilities:
- Manage 14 - 20 inbound Customer calls during an average daily shift.
- Diagnose and resolve technical problems for customers and field engineers.
- Troubleshoot hardware and software issues in various Customer environments.
- Educate Customers using clear verbal and written language skills
- Communicate with internal team to identify recurring issues and develop action plans to improve service quality.
- Collaborate with internal team to track and resolve customer escalations effectively.
- Manage case workload and backlog to ensure compliance with Customer Service Level Agreements (SLAs)
Basic Requirements:
- Fluent English and French language skills
- CompTIA A+ certification or related field; or equivalent experience
- 2+ years of experience in a client technical support
- 2+ years of experience troubleshooting hardware and software technical issues
- 1+ years of experience working with an IT ticketing system
Preferred Requirements:
- MCSE, MCP, CCNA, or TAFE certifications
- Proficiency in Windows OS, Microsoft products, and command line troubleshooting.
- Experience with workstations, RAID storage arrays, docking stations, and computer peripherals.
- Ability to learn quickly with a proven record of learning new and challenging technologies.
- Experience working in a call or support center type of environment.
- Strong troubleshooting skills and ability to learn recent technologies quickly.
- Excellent multitasking and prioritization skills in a dynamic enviorment.
If you have a passion for technology and customer support, we encourage you to apply for this exciting opportunity as a Premier Technical Support Specialist within our Solutions and Service Group at Lenovo!
In compliance with Colorado's EPEWA, we are accepting applications for this posting on an ongoing basis.
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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* United States of America