Technical Support Specialist

hace 2 meses

Ciudad de México, Ciudad de México Lenovo A tiempo completo

Job Title: Managed Service Desk Engineer

Description:

Lenovo's Managed Service Desk is a cutting-edge implementation of Device as a Service (DaaS) and managed solutions. As a Technical Support Specialist, you will play a crucial role in delivering exceptional support to Lenovo's customers in Latin America. Your primary responsibility will be to provide technical assistance to customers, including troubleshooting hardware and software issues, resolving technical problems, and answering technical questions.

Key Responsibilities:

  • Provide technical support to Lenovo's customers via email and phone
  • Troubleshoot hardware and software issues, resolving technical problems and answering technical questions
  • Communicate effectively with end-users, translating complex technical details into understandable language
  • Collaborate with Level 2 engineers and technical account managers to resolve customer escalations
  • Assist customers and field engineers in diagnosing problems and providing resolutions for technical or service-related issues
  • Work with Technical Account Managers to monitor and track issues to ensure accurate resolution
  • Actively monitor case workload and drive to closure within SLA's
  • Document all interactions in Lenovo's CRM

Requirements:

  • Minimum of 1-3 years of experience in technical support or customer-facing technical role
  • Excellent communication skills, verbal & written in Spanish, Portuguese & English languages
  • CompTIA certifications (A+, Network+, Security+, etc.)
  • Degree in Computer Science, Information Technology, or related field; or equivalent experience
  • Ability to work effectively in a fast-paced, dynamic environment
  • Ability to learn quickly with a proven record of learning new and challenging technologies
  • Experience working in a call center type of environment
  • Excellent communication, interpersonal, and critical thinking skills

Additional Locations: Mexico - Distrito Federal - Mexico, Mexico, Brazil - Distrito Federal

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