negotiable / Month
This a technical role within the Lenovos Premier Technical Support team based in UK Lenovo office.In this role you will be delivering best in class support to Lenovos Premier Support customers in UK. Over phone and email 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.
Assists 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 or email 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.
Key Competencies Needed:
The second European language desired
Working Knowledge on Windows Operating Systems and MS Products
Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets)
Effective communication skills at all levels – written and verbal
Superior customer service skills
Proven ability to learn new and complex technology
Able to prioritise in a fast paced, dynamic work environment
Able to problem solve and think laterally
Level of Skill 1-5, (5) being the highest
Technical Knowledge on client (Notebook, Desktop, & Tablets) 5
Structured Troubleshooting Techniques – 5
Excellent verbal / written communication and case management skills 5
3+ years of experience in Client Technical Support roles.
Experience within IT Services and Working with Field Service Providers