*general information*:
- req #
- wd00078116
- career area:
- services
- country/region:
- mexico
- state:
- distrito federal
- city:
- mexico d.f.
- date:
- monday, february 24, 2025
- working time:
- full-time
*additional locations*:
- mexico - distrito federal - mexico d.f.
*why work at lenovo*:
- we are lenovo.
we do what we say.
we own what we do.
we wow our customers.
lenovo is a us$57 billion revenue global technology powerhouse, ranked #248 in the fortune global 500, and serving millions of customers every day in 180 markets.
focused on a bold vision to deliver smarter technology for all, lenovo has built on its success as the world's largest pc company with a full-stack portfolio of ai-enabled, ai-ready, and ai-optimized devices (pcs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services.
lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere.
lenovo is listed on the hong kong stock exchange under lenovo group limited (hkse: 992) (adr: lnvgy).
*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 (spanish language).
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, 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.
*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
- 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
*requirements*:
- strong technical background with a passion for learning and growing within a team.
- excellent verbal and written communication skills to engage with customers at all levels.
- experience diagnosing and troubleshooting hardware and software issues in commercial devices (notebooks, desktops, tablets, etc.)
in the field.
- customer-focused mindset with the ability to simplify complex technical details.
- intermediate level of english (nice to have)
- intermediate level of portuguese (nice to have)
*additional locations*:
- mexico - distrito federal - mexico d.f.
- mexico
- brazil - distrito federal
- mexico - distrito federal - mexico d.f.