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Language Community Lead

Lenovo (Slovakia) s.r.o.

Information about the position

  • Place of work: Landererova 12, Bratislava
  • Basic wage component (gross) and other rewards: Base gross monthly salary from 1400 EUR, depending on experience + variable part
  • Contract type: full-time

Job description, responsibilities and duties

The Language Community Lead will be responsible for the governance of two or more Communities (Russian, Ukrainian) on community.lenovo.com, related Community Knowledge Bases, social monitoring, analytics, and engagement growth for these Communities. Required languages: Russian, Ukrainian, and English.

Primary responsibilities for the Russian and Ukrainian Communities include:

• Demonstrate daily operational awareness. Lead by example in problem solving by applying known technical solutions to open customer discussions, leveraging this one-to-many platform to promote customer self-service. Escalate service issues as needed to designated internal contacts for resolution. Write customer-facing statements as needed to diffuse discussions with high negative sentiment, escalate viral situations.

• Act as a team player. Share daily customer activity around product quality issues, industry trends, spam, and unusual posts.

• Demonstrate technical understanding of common software and hardware issues for laptops, desktops, phones, AR/VR, Smarthome and next wave IOT products. Work with Engineering to understand unusual root causes, apply in future cases.

• Act as technical administrator. This includes configuring categories and boards, system and user permissions, and ensuring the tool is operating as expected in the designated languages. Escalate platform bugs as needed.

• Cultivate superusers and volunteer moderation team to assist with providing technical solutions and moderation duties. Use people skills to establish remote relationships with customers, and coaching skills to grow their knowledge around Community and Lenovo’s product portfolio. Collaborate with the Advocacy Program Manager to identify new advocates.

• Act as primary point of contact with Business Stakeholders, providing information on team tools, governance, and best practices.

• Manage administration of related Knowledge Bases. This includes writing articles, translating existing articles, and reviewing articles to be published. Share new articles with Team to encourage use, solicit new articles from Advocates.

• Use analytics and reporting to support discussions around trends, growth, and benchmarks on a weekly and monthly basis. Demonstrate understanding of tier one and two KPIs and overall eService goals.

Basic wage component (gross) and other rewards

Base gross monthly salary from 1400 EUR, depending on experience + variable part

Requirements for the employee

Candidates with education suit the position

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

Personality requirements and skills

• Display enthusiasm, curiosity, and flexibility in a constantly evolving role
• C1 CEFR oral and written fluency in Russian and Ukrainian, in addition to B2 CEFR proficiency in English.
• 2+ years of experience in service, support, Community or Social Care; knowledge of Sprinklr or Lithium platforms a strong plus
• Demonstrate strong communication and collaboration skills, can lead as well as support team members
• Excellent problem-solving and decision-making skills; can deal with ambiguity in a fast-paced environment
• Self-motivated and proactive, willing to step up
• Ability to work cross-functionally to achieve desired results
• Focused on goals and the overall team and company objectives
• Experience building presentations in PowerPoint a strong plus
• Willingness to take direction, learn from others, and apply experience as needed

Advertiser

Brief description of the company

As a global leader in the PC market, we develop, manufacture and market cutting-edge, reliable, high-quality products and value-added professional services that provide customers around the world with smarter ways to be productive and competitive. Lenovo strives to be a new world company that makes award-winning products for our customers. We design innovative and exciting products and services to meet our customers’ needs.

If this sounds appealing to you, do not hesitate and apply for a job with us now! We would love to talk to you!

Number of employees

500-999 employees

Company address

Lenovo s.r.o.
Landererova 12
811 09 Bratislava
http://www.lenovo.sk