General Information

Req #
WD00009172
Career area:
Services
Country/Region:
Malaysia
State:
Selangor
City:
Selangor Darul Ehsan
Date:
Monday, October 4, 2021
Working time:
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 not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

The one thing that’s missing? Well… you...

Description and Requirements

This a technical role within the Lenovo’s Premier Technical Support team based in Kuala Lumpur, Malaysia. In this role you will be delivering best in class support to Lenovo’s Premier Support customers in Malaysia. 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 site as needed to perform repairs. High accuracy on first time fix and parts dispatch is excepted to maintain high CX level. Has strong and high level of softskill to be able to communicate effectively with different levels of end user through the phone. Supported by 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 in based in Malaysia.

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 Technical Account Management team to monitor and tracks issues to ensure speedy resolution.
• Advises & educates customers through 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 on Windows Operating Systems and MS Products
- Technical Knowledge on client (Notebook, Desktop, & Tablets)
- Business Fluent English , Mandarin

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.