Technical Support Specialist L2

3 days ago

Selangor, Malaysia Lenovo Full time

**Why Work at Lenovo**:
Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge.

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.

The one thing that’s missing? Wellyou...

**Description and Requirements**:
**Roles & Responsibilities**

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.

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.
- 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.
- Selangor Darul Ehsan - Selangor - Malaysia

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