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We are looking for a talented and accomplished Lead Technical Support Engineer to join our team.
As a Lead Technical Support Engineer, Your Daily Responsibilities Will Include
The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.
Responsibilities
- Reproduce customer environment and run tests
- Liaise between sales team, customer success team, and customers to properly address customer problems
- Troubleshoot and configure software and hardware
- Provide advanced technical support to Lenovocustomers, field engineers, and service teams
- Take full ownership of customer cases and managethem through to resolution
- Escalate cases to Level 2/3 support and CustomerRelations teams when required
- Conduct root cause analysis of recurring issuesand develop corrective action plans
- Monitor and follow up on part distribution andrepair processes, reporting and resolvingdiscrepancies
- Document actions taken and maintain clear,professional communication with customers
- Perform trend and process analysis, providingfeedback to improve team performance
- Take on supervisory responsibilities such astraining, quality coaching, and team leadership
Qualifications
- 2+ years' of technical support experience
- Customer service oriented
- Strong written and verbal and troubleshooting skills
- College Degree (preferred)
- High School Degree or GED (required)• PC industry knowledge required
- Sales/service experience in retail, sales, service or other “helping” business (preferred)
- At least 1 year experience in PC Field support (preferred)
Go further with Foundever®
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
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About us
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
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