Lenovo

This is a technical support role within Lenovo’s Smart Managed Solution support team. You will deliver best-in-class support to Lenovo’s customers in this role.

Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (PCs, software & peripherals ) and dispatch parts engineers to the site as needed to perform repairs or triage to the respective vendors.

High accuracy on the first-time fix and parts dispatch is expected to maintain a high CX level. Has a strong and high level of soft skills to communicate effectively with different levels of end-user through the phone. Supported by the Service Delivery Manager you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.

Day-To-Day Tasks:

• Assists customers by diagnosing problems remotely through effective troubleshooting and isolation.
• Identifies the cause of hardware/software faults and provides a solution.
• Resolve over phone or email or onsite via parts and engineer dispatch.
• Working with the management team to monitor and tracks issues to ensure a speedy resolution.
• Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
• Provides input on recurring customer problems and shares that information with other technical team members when relevant.
• Monitors own ‘open case’ workload and drives to closure.
• Ad-hoc tasks such as queue monitoring, light reporting and projects.

Position Requirements:

• 3+ years of experience in Client Technical Support roles.
• Experience within IT Services and Working with Field Service Providers.
• Working Knowledge of Windows Operating Systems and MS Products.
• Technical Knowledge of the client (Notebook, Desktop, & Tablets).