Technical Support Specialist

1 week ago


Klang, Selangor, Malaysia Lenovo Full time

Job Overview

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The Technical Support Specialist role at Lenovo involves providing exceptional technical support to customers through various communication channels. As a key member of our contact center operations team, you will be responsible for resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support.

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Responsibilities

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  1. ">
  2. Investigate, troubleshoot, and resolve customer issues with user-friendly communication and documentation.">
  3. Escalate issues that cannot be resolved to designated internal teams with clear, concise, and comprehensive documentation.">
  4. Identify, advocate, and escalate trending issues – ensuring that repetitive usability impediments are being addressed by our product engineering teams.">
  5. Act as a subject matter expert and provide recommendations on product documentation for internal staff and customers.">
  6. Provide guidance to and collaborate with other internal departments to ensure successful outcomes for Lenovo customers.">
  7. Support disaster recovery solutions.">
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Requirements

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  • ">
  • Familiarity with Dynamics 365 CRM data structures, entities, and workflows.">
  • Strong understanding of Microsoft Dynamics 365 Customer Service, Omnichannel for Customer Service features, and related technologies.">
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.">
  • Hands-on experience with Windows OS environments.">
  • Good understanding of computer systems, mobile devices, and other tech products.">
  • Ability to diagnose and troubleshoot basic technical issues.">
  • Familiarity with remote desktop applications and help desk software (e.g. GoTo or LogMeIn).">
  • Excellent problem-solving and communication skills.">
  • Ability to provide step-by-step technical help, both written and verbal.">
  • Deep understanding of customer service best practices, contact center operations, and customer experience principles.">
  • Excellent written and verbal communication to collaborate with stakeholders, gather requirements, and present technical solutions.">
  • Extensive experience in contact center data analysis.">
  • Experience with contact center voice technology is preferred.">
  • Preferred bachelor's degree in computer science, engineering, business, or related degree.">
  • Fluent in English and Mandarin, both spoken and written.">
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Why Choose Lenovo?

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We are a leader in the technology industry, committed to innovation and excellence. Our team is passionate about delivering exceptional customer experiences and we're looking for talented individuals to join us on this journey.

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About Lenovo

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Lenovo is a global technology company with a rich history of innovation. We're committed to creating smarter technologies for all, and our products are designed to make a positive impact on people's lives.



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