Why Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), 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.
Description and RequirementsRole Summary : This is a highly technical customer-focused role within Premier Support, Lenovo's highest-level service offering for our commercial range of laptops, desktops, tablets and smart office devices.
Key Responsibilities
Deliver best-in-class support to Lenovo's Premier Support customers over phone, email, and chat, deploying advanced troubleshooting and exceptional customer service skills to diagnose and resolve faults, and where necessary, dispatch parts and field engineers to conduct NBD repairs.
Oversee every case from start to finish, demonstrating exceptional case management, follow-up, and communication to ensure the highest levels of customer satisfaction.
Advise and educate customers through a combination of experience and guideline documentation to ensure a solution to their technical issues.
Provide input on recurring customer problems and share that information with other technical team members when relevant.
Monitor own 'open case' workload and drive to closure.
Be supported by a team which includes L2 and L3 senior engineers, a dedicated Technical Trainer, Quality Assurance coach, Technical Account Managers, and Technical Support Managers.
As a member of a rapidly expanding team, be well-positioned for personal and professional growth with a variety of secondary and tertiary roles.
Education & Experience
Diploma or Degree in Information Technology or related discipline.
2-5 years of experience in Client Technical Support roles.
Excellent communication and customer relations skills.
Experience with IT Services and working with Field Service Providers.
Working knowledge of Windows Operating Systems and MS Products.
Technical knowledge of troubleshooting PCs & Computers (Notebook, Desktop, & Tablets).
Additional Locations : Malaysia - Selangor - Selangor Darul Ehsan
If you require an accommodation to complete this application, please ****** .#J-18808-Ljbffr