Enterprise Technical Support Specialist
hace 4 días
Job Description:
Lenovo's Managed Service Desk is a cutting-edge implementation of Device as a Service (DaaS) and managed solutions. This innovative approach enables Lenovo to deliver customized programs for each partner, providing a truly unique experience.
This position is a technical role within the Managed Service Desk that supports Latin America countries. As an Enterprise Technical Support Specialist, you will be responsible for delivering exceptional technical support to Lenovo's enterprise customers.
You will assist customers in resolving complex technical issues, provide expert-level support via email and phone, and accurately diagnose problems within our clients' product environment. Additionally, you will dispatch parts and service to customer sites as needed.
Responsibilities:
- Provide technical support to Lenovo's customers, including troubleshooting hardware and software issues
- Communicate effectively with end-users by translating complex technical details/instructions
- Collaborate with Level 2 engineers and technical account managers to resolve customer escalations
- Diagnose problems and provide resolutions for technical or service-related issues
- Monitor case workload and drive to closure within SLAs
- Document all interactions in Lenovo's CRM system
Requirements:
To succeed in this role, you should have:
- Minimum of 1-3 years of experience in technical support or customer-facing technical roles
- Excellent communication skills, verbal & written in Spanish, Portuguese, and 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
Estimated Salary Range: $60,000 - $80,000 per year
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