ntroduction
As a Remote Technical Support Agent specializing in Lenovo PC Products, you will be responsible for providing comprehensive technical assistance and guidance to customers via Phone, email communication. Your primary objective will be to troubleshoot, diagnose, and resolve technical issues related to Lenovo desktops, laptops, and other PC products. Utilizing your expertise in Lenovo systems and peripherals, you will ensure customer satisfaction by delivering prompt, accurate, and effective solutions. This position offers the flexibility of remote work, enabling you to assist customers from the comfort of your home while maintaining high-quality support standards.
Your Role And Responsibilities
- Provide hardware remote technical support for IBM SSR, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for Lenovo PC products.
- Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. Demonstrate excellent oral and written communication skills.
- Provide answers for general usage and operation questions.
- Provide problem determination / problem source Identification. Review diagnostic information to assist in isolation of a problem cause.
- Identify known defects and fixes to resolve problems.
- Identify suspected defects and engage escalation team to assist in resolution.
- Aid with questions regarding product documentation related to the supported products.
- Interpret online manuals regarding Lenovo code and application interfaces.
- Collaborate with other support centers and business units to provide seamless problem resolution.
- Demonstrate proficiency in the hardware platform supported by maintaining applicable technical certifications.
- Supporting USA/CA customers, USA/CA time zone, Shift based/rotation, 24/7.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- The role requires working from office in US&CA Time zone, Willingness to work on a rotational shift schedule.
- Fluency in English / French is a must.
- Excellent communication and problem-solving skills.
- 0 - 2 years of experience in Technical Support or similar fields
- Expressing any certain aspect of the workplace to make it better "Self-motivated ".
- Handling off hours for business needs, whenever required.
- Lenovo PC products knowledge.
Preferred Technical And Professional Experience
B.Sc. in Electronics/Communication/Computer Engineering - Computer science
