Lenovo

Premier technical support is a new and exciting Lenovo division. As a Premier Technical Support Specialist for LISS (Lenovo Integrated Service Solution) Products, you will work with customers in resolving technical issues beyond the standard level one support most provide. This position is a technical role within the Premier Technical Support team based in Morrisville, NC. In this role, you be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via email and phone while accurately diagnosing reported problems within our client’s product environment, dispatching parts and service to customer sites as needed. You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed. The ideal candidate will be highly technical and have an inner drive to learn even more as part of a growing team.

Roles:

• Call center support technician position serving as L1, and L2 SME to customers, and call center agent team members.
• Trainer to other RoW call center agents on LISS supported solutions
• Interface between internal teams (such as solution engineers and L3 SMEs)  and customers.
• Interface between external teams (third party component providers)  and customers.
• Approve Knowledge Base information provided for LISS supported solutions.
• Call center support technician to sales team members and pre production solutions on an as available basis

Responsibilities:

• Support directing customer inquiries of in-production solutions.
• Utilize CRM, and Knowledge base IT platforms for resolution tracking, triage support and escalation routing when necessary.
• Serve as the clearing house of all trouble tickets generated to insure proper follow-up and SLA procedures are being maintained.
• Escalation and tracking resolution activity when engaging L3 SW/HW development teams.
• Work closely with Lenovo software development teams, in support of developing use case simulations, while validating features and diagnostics work as designed.
• Input critical triage decision making data into CRM, and Knowledge base IT platforms for resolution tracking, triage and escalation routing when necessary.

• service partners, and end-user/customers in deployment, and in-production phases.
• Assist root cause of failures within the application, hardware, cloud architecture and/or customer OT/IT/IS environment.
• Recreate “in-production” use cases in support of Lenovo field engineers, and customers. where the agent will have access to AR/VR test kits, cloud portal resources, and lab facilities for test purposes.

• Maintaining awareness of the software lifecycle process in support of Lenovo solutions deployed in the field.

Responsibilities do not include but may be performed when activity is useful for agent training purposes:

• Assist sales team members with training and issue resolution on LISS supported offerings.
• Customer onboard and training activities – (not to include loading CXs into the portals)
• On Site customer visits
• Support of pre production LISS offerings. This includes solution support for early releases, beta releases, or anything else considered a pre-launch activity.
• L3 investigation or troubleshooting of customer supported issues