Premier Technical Support Specialist With German Language

University education (Bachelor's degree)
University education (Master's degree)

English - Advanced (C1) and German - Advanced (C1)

This a technical role within the Lenovo’s Premier Technical Support team based in Slovakia. In this role you will be delivering best in class support to Lenovo’s Premier Support customers. Over phone and email you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.
This role directly reports to our Technical Support Manager.

Day-To-Day Tasks:
Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
Identifies the cause of hardware / software faults and provides a solution
Resolve over phone or email or onsite via parts and engineer dispatch
Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution
Advises & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues
Provides input on recurring customer problems and shares that information with other technical team members when relevant
Monitors own ‘open case’ workload and drives to closure

Position Requirements:
3+ years of experience in Client Technical Support roles
Experience within IT Services and Working with Field Service Providers
Working Knowledge on Windows Operating Systems and MS Products
Technical Knowledge on client (Notebook, Desktop, & Tablets)
Business Fluent English and German language

Base gross monthly salary starts from 1.850 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.


What we offer:
Healthcare and well-being
Healthcare in private medical center, fully paid sick leave, paid bonus sick days, fitness programs & sports packages, health days on site, discounts to gyms, yoga on site, extra contribution to meal card

Work - life balance
Extra vacation days, flexible working hours, service awards, home office, work & life coaching on site, massages on site, contribution to wedding and childbirth

Development
Soft skills and hard skills trainings, special development programs for both individual contributors and potential team leaders / people managers, language courses on site, internal rotation program, financial contribution to external language courses

Bonus system
Motivating performance bonus system, financial bonus for referring a friend, notebook for personal use, company mobile based on seniority level

Community life (CSR)
Volunteering & charity events, diversity and LGBT events, initiatives for seniors, children, people with disabilities, animals, “women in leadership”


You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.

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.

Lenovo is a company in a constant state of creation. Here, you'll architect your own career, pioneer new ideas and master new skills.

Lenovo Slovakia employs more than 25 nationalities and is the biggest shared service center in Lenovo Group.

Our people share a common aspiration to be the very best. Whether serving our customers, working together as a team or contributing to the community, we are working to build unique company.