Premier Technical Support Specialist m/f/d

Description and Requirements

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 isolation
• Identifies the cause of hardware / software faults and provides a solution
• Resolve over phone or email or onsite via parts and engineer dispatch
• Working 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 issues
• Provides input on recurring customer problems and shares that information with other technical team members when relevant
• Monitors own 'open case' workload and drives to closure

Position Requirements :

• 3+ years of experience in Client Technical Support roles
• Experience within IT Services and Working with Field Service Providers
• Working Knowledge on Windows Operating Systems and MS Products
• Technical Knowledge on client (Notebook, Desktop, & Tablets)
• Business Fluent English and German

What Lenovo can offer You :

• An open and stimulating environment within one of the most forward-thinking IT companies
• Opportunities for career development & growth
• Access to trainings for personal development
• An international team with a high focus on Gender Diversity
• Attractive compensation package and Performance based rewards
• At 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.