13 sep
Lenovo
Xico
Why Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
This transformation together with Lenovo's world-changing innovation is building a more inclusive,
trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
Description and RequirementsJob Description: Lenovo Managed Service Desk is Lenovo's implementation of DaaS and managed solutions. DaaS (Device as a Service) is a way to manage physical devices, services, and OEM (Original Equipment Manufacturer) devices. Lenovo Managed Service Desk takes the DaaS concept and builds custom programs for each partner giving them a truly custom experience. This position is a technical role within the Managed Service Desk that supports Latin America countries. In this role, you will be delivering our best-in-class support to Lenovo's customers. 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 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.
Responsibilities: Technical support to Lenovo's customers, including troubleshooting hardware and software issues, resolving technical problems, and answering technical questions.Communicate effectively with end-users by translating complex technical details/instructions to match each customer's level.Collaborate with Level 2 engineers and technical account managers to resolve customer escalations.Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues.Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution.Actively monitor case workload and drive to closure within SLA's.Document all the interactions in Lenovo's CRM.Basic Requirements:
Minimum of 1-3 years of experience in technical support or customer-facing technical role.Preferred Requirements: 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.Experience working in a call center type of environment.Excellent communication, interpersonal, and critical thinking skills.Additional Locations: Mexico - Distrito Federal - Mexico D.F.
If you require an accommodation to complete this application, please contact ******.
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