- Professional
- Escritório em Essen
This a technical role within the Lenovo's Premier Technical Support team based in Essen, Germany. In this role you will be delivering best in class support to Lenovo's Premier Support customers in Germany. 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.This role directly reports to our Technical Support Manager in Germany.Day-To-Day Tasks:Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolationIdentifies the cause of hardware / software faults and provides a solutionResolve over phone or email or onsite via parts and engineer dispatchWorking 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 issuesProvides input on recurring customer problems and shares that information with other technical team members when relevantMonitors own 'open case' workload and drives to closurePosition Requirements:3+ years of experience in Client Technical Support rolesExperience within IT Services and Working with Field Service ProvidersWorking Knowledge on Windows Operating Systems and MS ProductsTechnical Knowledge on client (Notebook, Desktop, & Tablets)Business Fluent English and GermanWhat Lenovo can offer You:An open and stimulating environment within one of the most forward-thinking IT companiesOpportunities for career development & growthAccess to trainings for personal developmentAn international team with a high focus on Gender DiversityAttractive compensation package and Performance based rewardsAt Lenovo we are proud to be an equal opportunity company.At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too. Do you want to know what our culture is like? CHECK OUT this video:https://www.youtube.com/watch?app=desktop&v=hU5Rr3gLEXA
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