Lenovo

This position is a technical role within the Premier Technical Team that supports Latin America countries (Spanish language), and North America ( English language) to work remotely from Mexico, located in Northwest time zone Baja California, Tijuana

In this role, you will be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via e-ticket, email, chat and phone, while accurately diagnosing reported problems within our client’s product environment (commercial notebooks, desktops, tablets, smart and AR/VR devices), 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, and also will have high developed communications skills (verbal and written) to deal with customers at any level.

Daily activities include but are not limited to:
• Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service related issues
• Troubleshoot to identify hardware and software issues in many different customer environments.
• Advise and educate customers through a combination of experience/documentation to ensure a solution.
• Translate complex technical details/instructions to each customers level
• Provide closed loop feedback on recurring issues with teammates and relevant engineering staff
• 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

Position Requirements:

• Proven troubleshooting skills
• Experience with PC Products (Desktop, Notebook), would be a plus if is on Lenovo hardware
• Experience within an IT Services environment
• Experience with Windows Operating Systems, Microsoft Products, and Command line troubleshooting
• Multi-tasker with the ability to prioritize in a fast paced, dynamic work environment
• Quick learner with a proven ability to learn new and changing
• Need to work Monday to Friday, including some holidays
• Fully remote scheme, available to work 2nd shift if required:1:30pm a 9:00pm, located in Northwest time zone Baja California Tijuana.
• English advanced

Desirable:

• Knowledge/Experience with network Hardware/Software setup and troubleshooting, including wireless networks
• Experience working with Workstations
• Experience with computer Peripherals and their interfaces 
• Microsoft Dynamics or other CRM experience