Premier Support TSS - Bogotá, Colombia - Lenovo

Descripción

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. 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, email, 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. The ideal candidate will be highly technical and have an inner drive to learn even more as part of a growing team, and also will have high developed communications skills (verbal and written) to deal with customers at any level.

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

Job details:

• 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

Postion requirements:

Proven troubleshooting skills

Experience with PC Products (Desktop, Notebook), would be a plus if is on Lenovo hardware

Experience within an IT Services environment

Experience with Windows Operating Systems, Microsoft Products, and Command line troubleshooting

Multi-tasker with the ability to prioritize in a fast paced, dynamic work environment

Quick learner with a proven ability to learn new and changing

Need to work Monday to Friday, including some holidays

Pre-Requisites:

Desirable:

Knowledge/Experience with network Hardware/Software setup and troubleshooting, including wireless networks
Experience working with Workstations
Experience with computer Peripherals and their interfaces
Microsoft Dynamics or other CRM experience