#### Position Description:


Principal role:

The Customer Care Analyst serves as the customer’s primary point of contact
for all communication and provides support for Lenovo Services enterprise
workflow and document management solutions.

The prime directive of the Customer Care Analyst is customer satisfaction, and
is responsible for the proper troubleshooting, escalation, and documentation
of all customer issues, requests, questions, and concerns. He or she must
demonstrate a commitment to customer service in all situations.

This individual works closely with the services Call Center, services
providers, and internal areas at Lenovo to provide successful and timely
resolution of support issues.


Main responsibilities:
• Customer´s primary point of contact for all communication related to Lenovo
Services
• Respond to customer requests, taking ownership of these items from start to
finish and is required to provide timely and high-quality status updates to
customer
• Follows documented support processes and procedures
• Manage CMT tool to capture and record customer info and feedback in order to
define actions for solving complaints timely and assuring customer
satisfaction, major activities:
o Complaints managing & action-plan tracking
o Complaints root cause analysis

#### Position Requirements:


Technical requirements:
• BA Degree (Systems or Computer Engineering)
• 2+ years relevant experience (customer service)
• Technical knowledge in computer configuration
• Knowledge of Microsoft Office applications for everyday usage
• Experience with PCs technologies
• English level: Advance

Non-technical requirements:
• High accountability
• Client oriented and a strong commitment to customer satisfaction at all
• Strong negotiation abilities (highly developed win-win mentality)
• Good time management and organization skills
• Excellent written and verbal communication skills
• Ability to multitask in a fast-paced environment

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.