Premier Technical Support Specialist

vor 1 Tag

Essen, Nordrhein-Westfalen, Deutschland Lenovo Vollzeit

Job Summary

This is a technical role within Lenovo's Premier Technical Support team based in Germany. As a Premier Technical Support Specialist, you will deliver best-in-class support to Lenovo's Premier Support customers. You will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) and maintain high first-time fix rates. You will also dispatch 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.

Key Responsibilities

  • Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
  • Identify the cause of hardware / software faults and provide a solution
  • Resolve over phone or email or onsite via parts and engineer dispatch
  • Work with Technical Account Management team to monitor and track issues to ensure speedy resolution
  • Advise & educate customers through combination of experience & guideline documentation to ensure a solution to their technical issues
  • Provide input on recurring customer problems and share that information with other technical team members when relevant
  • Monitor own 'open case' workload and drive to closure

Requirements

  • 3+ years of experience in Client Technical Support roles
  • Experience within IT Services and Working with Field Service Providers
  • Working Knowledge on Windows Operating Systems and MS Products
  • Technical Knowledge on client (Notebook, Desktop, & Tablets)
  • Business Fluent English and German language

What Lenovo can offer You

  • Employee Share Purchase Plan
  • Employee Assistance Program, for health, legal & financial consultancy
  • Pension Plan
  • Meal Allowance / Lunch Vouchers
  • Internal E-learning Development Platform Available for Employees
  • Specialized Development Trainings (based on nomination process)
  • Employees Groups (LGBT+, WILL, etc.)
  • Opportunity to Join/Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.)
  • Job Rad (Bike Leasing)

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