Premier Support Technical Specialist with Spanish

Náplň práce, právomoci a zodpovednosti:
This is a technical role within Lenovo’s Premier Technical Support team. In this position, you will provide best-in-class support to Lenovo’s Premier Support customers across EMEA region.

Using phone and email, you will perform remote troubleshooting and issue isolation to accurately diagnose reported problems within Lenovo’s client product portfolio, including notebooks, desktops, tablets, monitors, and smart devices. You will strive to maintain high first-time fix rates and coordinate on-site repairs by dispatching parts to field engineers when necessary.

Supported by a team of Technical Account Managers, you will oversee cases end-to-end, ensuring exceptional case management, follow-up, and customer communication.

This role reports to the Technical Support Manager for Premier Support.


Responsibilities:

Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting.
Identify the cause of hardware / software faults and provide a solution.
Resolve issue over phone / 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 workload and drive to closure.

Zamestnanecké výhody, benefity:
A multitude of professional and personal opportunities

Charity, volunteering

An international organization with a high focus on all types of Diversity in the team

3 sick days per year

Additional vacation days

100% sick leave compensation up to 2 months per year

A broad selection of soft / hard skills trainings and individual mentoring

Employer contribution to the Third Pillar Pension System

Life & life events insurance, fully covered by company 

Požiadavky na zamestnanca:
Requirements:

- Knowledge on Windows Operating Systems and MS Products
- 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 Spanish and English. Portuguese language is a big plus

Desirable Qualities/ Nice-to-have:

- Experience within IT Services and Working with Field Service Providers
- Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets, monitors, smart devices)