Lenovo

The Lenovo ISG Services Contact Center Support Agent is a critical member of the Lenovo ISG Services Delivery team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support, and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Contact Center Agents must resolve the most complex customer problems, often collaborating with OEM software and hardware Level 3 support teams.

ISG Services Contact Center Support Agents must be experienced remote support agents, having strong technical troubleshooting skills in networking, storage, and Oss. Industry-leading certifications, with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors, as well as sophisticated hardware tuning, configuration, and performance management skills are required. Strong network infrastructure and security skills are also required. Excellent language, customer issue handling, and communication skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role-play interviewing, hands-on problem recreation, and problem resolution testing.

Key Responsibilities: 
• Serve as the primary point of contact for ISG hardware, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
• Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
• Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, as well as hardware problem determination and hardware services delivery providers
• Ensure customer incident resolution at industry-leading incident closure rates
• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
• Accurately diagnose problem severity levels and prioritize call loads appropriately
• Recreate customer issues when needed, using logs, system management tools, and industry-standard problem resolution tools and protocols
• Generate accurate, high-quality trouble tickets, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required

**Please submit resumes in English to be considered.**