Premier Technical Support Specialist

Lenovo; Essen; Vor Ort; EUR 40.000 - 65.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Technical Support Specialist to join their Premier Technical Support team in Essen. This role involves delivering exceptional support to customers through remote troubleshooting and effective case management. You will work closely with Technical Account Managers to ensure timely resolutions and maintain high customer satisfaction. The position offers a hybrid work model, allowing flexibility between remote and in-office work. With a focus on professional development, this company provides numerous employee benefits, making it an exciting opportunity for tech enthusiasts.

Leistungen

Employee Share Purchase Plan

Employee Assistance Program

Pension Plan

Meal Allowance / Lunch Vouchers

Internal E-learning Development Platform

Specialized Development Trainings

Opportunity to Join / Create Employee Groups

Job Rad (Bike Leasing)

Qualifikationen

• 3+ years of experience in Client Technical Support roles.
• Experience with IT Services and Field Service Providers.

Aufgaben

• Diagnosing problems remotely through effective troubleshooting.
• Providing solutions for hardware/software faults via various communication methods.

Kenntnisse

Client Technical Support

Remote Troubleshooting

Windows Operating Systems

MS Products

Communication Skills

Problem Solving

Jobbeschreibung

This a technical role within the Lenovo’s Premier Technical Support team based in Essen and Stuttgart, Germany. In this role you will be delivering best in class support to Lenovo’s Premier Support customers. 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.

Location : Essen or Stuttgart, hybrid work model, combining both remote and in-office work

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 FluentEnglish and German language

What Lenovo can offer You :

• Employee Share Purchase Plan
• Employee Assistance Program, for health, legal & financial consultancy
• Pension Plan
• Meal Allowance / Lunch Vouchers
• Internal E-learning Development Platform Available for Employees
• Specialized Development Trainings (based on nomination process)
• Opportunity to Join / Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.)
• Job Rad (Bike Leasing)

Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you!

Technical Support Specialist • Essen, North Rhine-Westphalia, Germany