Lenovo Technical Support Specialist – Client Products in Seoul, South Korea
This role is primarily a technical role within the newly created Premier Technical Support team. In this role you be delivering best in class support to Lenovo’s Premier Support customers. Over email, online chat and phone you will be accurately diagnosing reported problems within the client product portfolio (notebooks, desktops & tablets), dispatching parts and or an engineer to site as needed. This activity will also include, working on customer escalations with support from a Level 2 Engineer and Technical Account Manager as needed. In this role you will receive continuous technical development and training as part of an expanding team.
Assists customers and field engineers by diagnosing problems and providing resolutions for technical or service related issues
Troubleshooting to identify hardware or software products that are defective.
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.
Working with the Technical Account Manager monitors and tracks issues to ensure accurate resolution.
Monitors own ‘open case’ workload and drives to closure.
Working Knowledge on Windows Operating Systems and MS Products
Proven ability to troubleshoot Client solutions
Fluent in Cantonese, English and Mandarin
Effective communication skills at all levels - written and verbal
Superior customer service skills
Proven ability to learn new and complex technology
Able to prioritise in a fast paced, dynamic work environment
Able to problem solve and think laterally
Willing to work on a shift hour
Critical Skills Level of Skill 1-5, (5) being the highest
Technical Knowledge on Client (Desktop, Notebook & Tablets) – 5
Structured Troubleshooting Techniques - 5
Good ability to communicate ideas, sound knowledge of MS Products – 4
Strong Services Industry and ‘ITIL’ acumen – 3
Converse and written English - 20%, at least
Job ID #: 56602
Position Title: Technical Support Specialist – Client Products
Functional Area: Services
Facility: Sales Branch Office
Relocation Provided: No
Education Required: High School Diploma
Experience Required: 3 - 5 Years
Travel Percent: 10