Technical Support Specialist

Overview: Join Lenovo’s Premier Technical Support team to provide top-tier technical assistance via phone, eticket and email to customers facing complex issues with their notebooks and desktops.  Premier team members work within a lively support center environment. This role goes beyond standard support, requiring strong technical expertise, vigorous Customer interaction, and a passion for learning.

Key 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 teams to identify recurring issues and develop action plans to improve service quality.  
• Collaborate with internal teams to track and resolve Customer escalations effectively.
• Manage case workload and backlog to ensure compliance with Customer Service Level Agreements (SLA’s).