General Information

Req #
WD00035399
Career area:
Services
Country/Region:
Malaysia
State:
Selangor
City:
Selangor Darul Ehsan
Date:
Monday, December 12, 2022
Working time:
Full-time
Additional Locations: 
* Malaysia - Selangor - Selangor Darul Ehsan - Mobile

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

This is a technical role within Lenovo’s Premier Technical Support team. In this role, you will be delivering best in class support to Lenovo’s Premier Support customers.

Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first-time fix rates and dispatching parts engineers to the site as needed to perform repairs.

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

This role directly reports to our Technical Support Manager.


Day-To-Day Tasks:

• Assists customers and field engineers 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 Technical Account 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.


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).
• Business Fluent in Cantonese, Mandarin.
* Malaysia
Selangor

Additional Locations: 
* Malaysia - Selangor - Selangor Darul Ehsan - Mobile
* Malaysia - Selangor - Selangor Darul Ehsan - Mobile
* Malaysia - Selangor
* Malaysia
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