Premier Technical Support Specialist - (French Speaking)

Lenovo; Morrisville (NC); On-site; USD 45,000 - 75,000; Full time

Job summary

Join a dynamic team as a Premier Technical Support Specialist at a leading global technology company. This role offers the chance to provide exceptional support to enterprise customers, tackling technical issues and ensuring customer satisfaction. With a focus on problem-solving and collaboration, you'll work in a fast-paced environment that values innovation and customer service. If you have a passion for technology and a knack for troubleshooting, this opportunity is perfect for you. Take the next step in your career and be part of a team that is shaping the future of technology.

Qualifications

• 2+ years troubleshooting hardware and software issues.
• Experience with IT ticketing systems and customer support.

Responsibilities

• Manage 14 - 20 inbound customer calls daily.
• Diagnose and resolve technical problems for customers.
• Collaborate with internal teams to improve service quality.

Skills

Fluent English

Fluent French

Technical Support

Troubleshooting

Customer Service

Education

CompTIA A+ certification

2+ years in client technical support

Tools

IT ticketing system

Windows OS

Microsoft products

Job description

General Information

Req #

100015530

Career area:

Services

Country/Region:

United States of America

State:

North Carolina

City:

Morrisville

Date:

Wednesday, November 6, 2024

Additional Locations:

* United States of America

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

To find out more visit www.lenovo.com and read about the latest news via our StoryHub.

Description and Requirements

As a Premier Technical Support Specialist, you will assist customers in resolving technical issues beyond the standard level one support most provide. You will be responsible for providing 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), and are also responsible for dispatching parts and service to customer sites as needed. This position is based in Morrisville, NC.

This position will be a full-time supplemental for the first 3-6 months. During this time, the management team will evaluate your performance. Once you have completed the term, you will be evaluated by the management team and a decision will be made on if you will move forward into a full-time regular position.

Job 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 (SLAs)

Basic Requirements:

• Fluent English and French language skills
• 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 type of environment.
• Strong troubleshooting skills and ability to learn recent technologies quickly.
• Excellent multitasking and prioritization skills in a dynamic enviorment.

If you have a passion for technology and customer support, we encourage you to apply for this exciting opportunity as a Premier Technical Support Specialist within our Solutions and Service Group at Lenovo!

In compliance with Colorado's EPEWA, we are accepting applications for this posting on an ongoing basis.

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, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations:

* United States of America

* United States of America