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

Location: KOR-Seoul

Functional Area: Services

Facility: Sales Branch Office

Relocation Provided: No

Education Required: High School Diploma

Experience Required: 3 - 5 Years

Travel Percent: 10