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Description and Requirements
This a technical role within the Lenovo's Premier Technical Support team based in Bratislava, Slovakia. In this role you will be delivering best in class support to Lenovo's Premier Support customers. Over phone, email and chat you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.
This role directly reports to our Technical Support Manager in France.
We welcome fresh graduates and those without prior experience to join our team, where you'll receive full training and plenty of opportunities to grow.
Day-To-Day Tasks:
- Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
- Identifies the cause of hardware / software faults and provides a solution
- Resolve over phone, email or chat or onsite via parts and engineer dispatch
- Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution
- Advises & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues
- Provides input on recurring customer problems and shares that information with other technical team members when relevant
- Monitors own 'open case' workload and drives to closure
Requirements
Desirable Qualities/ Nice-to-have:
- Experience within IT Services and Working with Field Service Providers
- Knowledge on Windows Operating Systems and MS Products
- Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets)
- Ability to prioritize and manage daily workload effectively
- Effective communication skills at all levels - written and verbal
- Ability to see multiple perspectives
- Pro-active attitude and willingness to learn
- Business fluent English and any extra language is an advantage
What Lenovo can offer You:
- 3 sick days per year
- Additional vacation days
- 100% sick leave compensation up to 2 months per year
- a broad selection of soft and hard skills trainings and individual mentoring
- 1:1 contribution to the Third Pillar Pension System
- Life & Accident & Disability Insurance fully covered by Lenovo
- Referral Program
- Hybrid office model
Applicable for Slovakia only: Base gross monthly salary starts from 1.600 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.
Does it sound interesting? Please check this article to see what our team says on Lenovo Premier Support team: https://bit.ly/3bcl2pu
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:
* Romania - Bucureşti - Bucharest