Integrated Solutions Technical Support - Call Center

Lenovo Morrisville , PA 19067

Posted 2 months ago

Position Description:

As a Call Center Agent (CCA) at Lenovo you will work with an entrepreneurial
team focused on our AR/VR and Virtual Care business unit in support solutions
deployed in North America. The CCA role is an entry to mid-level call center
support technician position. The CCA serves as the first line of support for
Lenovo's Emerging Business Customer install base. The CCA role is
administrative and technical, where the CCA will have access to AR/VR test
kits, cloud portal resources, and lab facilities for test purposes.

The new Lenovo Integrated Solutions Support (LISS) team is looking for
smart, motivated, and skilled people who excel at creating new frontiers and
want to change the world. We offer an evolving company culture and unlimited
room for career growth.

Job Responsibilities:
Serve as regional CCA first line of support to customers, Lenovo field
service and SW/HW development teams. The call center serves as originator and
tracking of all trouble tickets, RMA, and Escalation.
The CCA is expected to utilize CRM, and Knowledge base IT platforms for
resolution tracking, triage support and escalation routing when necessary. CCA
serves as the clearing house of all trouble tickets generated to insure proper
follow-up and SLA procedures are being maintained. We are looking for creative
candidates that have either hardware or software call center, solution
support, integration experience with a keen sense of knowing how to source
root cause of failures within the application, hardware, cloud architecture
and/or customer OT/IT/IS environment.
Assist supporting Lenovo service partners, and end-user/customers in
deployment, and in-production phases.
Willing to learn on the job as we iterate through potential solutions with



1 to 2 years' AR/VR customer support experience supporting software/hardware
solutions from 3rd party platforms.
Understanding of remote expert and other AR or VR use case examples
Self-motivated and demonstrated ability to work independently
Excellent written and verbal communication skills
Academic and Professional Requirements
2 or 4 year degree in engineering/computer science preferred

Bilingual (French) preferred

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, status as a veteran, and basis
of disability or any federal, state, or local protected class.

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Integrated Solutions Technical Support - Call Center