Premier Customer Care Executive - German Market

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailormade to the needs of our diverse markets. We focus on customer service sales and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace celebrating diversity in all forms including gender race religion disabilities and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

#WeCare #WeAreCurious #WeAchieveTogether

Tasks

This is a technical role within Lenovos Premier Technical Support team. In this role you will be delivering bestinclass support to Lenovos Premier Support customers. Over the phone and email you will perform troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks desktops & tablets) maintaining high firsttime fix rates and dispatching parts engineers to the site as needed to perform repairs. Supported by a team leader you will oversee cases endtoend with exceptional case management followup and customer communication.

We Care: Passionate about Customer Support with a drive to achieve and exceed targets to achieve a highquality level of consumer service.
Were Curious: Have a proactive approach to problemsolving and a can do attitude.
We Achieve Together: Have a strong teamwork ethic contributing also to the team target/SLA even when the personal target has been achieved.

Your daytoday tasks:

• To assist customers and field engineers by diagnosing problems through effective troubleshooting and isolation.
• To identify the cause of hardware/software faults and provide a solution.
• To resolve over the phone email or onsite via parts and engineer dispatch.
• To work with the Technical Account Management team to monitor and track issues to ensure speedy resolution.
• To advise and educate customers through a combination of experience and guideline documentation to ensure a solution to their technical issues.
• To provide input on recurring customer problems and share that information with other technical team members when relevant.

Requirements

• Business fluent in English & German.
• Knowledge of Windows Operating Systems and MS Products.
• Effective communication skills at all levels written and verbal.
• Proven ability to troubleshoot both hardware and software across client products (notebooks desktops tablets).
• Ability to prioritize and manage daily workload effectively.
• Proactive attitude and willingness to learn.
• Solutionoriented approach.
• Experience within IT Services and Working with Field Service Providers is a plus.