Lenovo
Premier Technical Support Specialist
Lenovo, Morrisville, North Carolina, United States, 27560
Overview
As a Premier Technical Support Specialist, you will assist customers in resolving technical issues beyond the standard level one support most provide. You will provide exceptional technical support to Lenovo's enterprise customers. You will provide support via email and phone by accurately diagnosing reported problems within our client's product environment (notebooks, desktops, and tablets). This position is based in Morrisville, NC. This position starts as a full-time supplemental role for 3-6 months. After a successful performance during this period, it will transition into a regular full-time position. Responsibilities
Manage 14-20 inbound customer calls during an average daily shift. Diagnose and resolve technical problems for customers and field engineers. Troubleshoot hardware and software issues in various customer environments. Educate customers using clear verbal and written language skills. Communicate with internal team to identify recurring issues and develop action plans to improve service quality. Collaborate with internal team to track and resolve customer escalations effectively. Manage case workload and backlog to ensure compliance with Customer Service Level Agreements (SLA's). Flexibility to work assigned shifts in support of the 24 x 7 call center environment. Basic Requirements
CompTIA A+ certification or related field; or equivalent experience 2+ years of experience in a client technical support 2+ years of experience troubleshooting hardware and software technical issues 1+ years of experience working with an IT ticketing system Preferred Requirements
MCSE, MCP, CCNA, or TAFE certifications Proficiency in Windows OS, Microsoft products, and command line troubleshooting Experience with workstations, RAID storage arrays, docking stations, and computer peripherals Ability to learn quickly with a proven record of learning new and challenging technologies Experience working in a call or support center environment Strong troubleshooting skills and ability to learn recent technologies quickly Excellent multitasking and prioritization skills in a dynamic environment About Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a global technology company with a broad portfolio across devices, infrastructure, software, solutions, and services. For more information, visit www.lenovo.com. Equal Opportunity
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, veteran status, disability, or any protected class. Additional Locations
United States of America - North Carolina - Raleigh United States of America United States of America - North Carolina United States of America - North Carolina - Raleigh
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As a Premier Technical Support Specialist, you will assist customers in resolving technical issues beyond the standard level one support most provide. You will provide exceptional technical support to Lenovo's enterprise customers. You will provide support via email and phone by accurately diagnosing reported problems within our client's product environment (notebooks, desktops, and tablets). This position is based in Morrisville, NC. This position starts as a full-time supplemental role for 3-6 months. After a successful performance during this period, it will transition into a regular full-time position. Responsibilities
Manage 14-20 inbound customer calls during an average daily shift. Diagnose and resolve technical problems for customers and field engineers. Troubleshoot hardware and software issues in various customer environments. Educate customers using clear verbal and written language skills. Communicate with internal team to identify recurring issues and develop action plans to improve service quality. Collaborate with internal team to track and resolve customer escalations effectively. Manage case workload and backlog to ensure compliance with Customer Service Level Agreements (SLA's). Flexibility to work assigned shifts in support of the 24 x 7 call center environment. Basic Requirements
CompTIA A+ certification or related field; or equivalent experience 2+ years of experience in a client technical support 2+ years of experience troubleshooting hardware and software technical issues 1+ years of experience working with an IT ticketing system Preferred Requirements
MCSE, MCP, CCNA, or TAFE certifications Proficiency in Windows OS, Microsoft products, and command line troubleshooting Experience with workstations, RAID storage arrays, docking stations, and computer peripherals Ability to learn quickly with a proven record of learning new and challenging technologies Experience working in a call or support center environment Strong troubleshooting skills and ability to learn recent technologies quickly Excellent multitasking and prioritization skills in a dynamic environment About Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a global technology company with a broad portfolio across devices, infrastructure, software, solutions, and services. For more information, visit www.lenovo.com. Equal Opportunity
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, veteran status, disability, or any protected class. Additional Locations
United States of America - North Carolina - Raleigh United States of America United States of America - North Carolina United States of America - North Carolina - Raleigh
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