PC Technical Support Representative (Chat)

Introduction

As a Technical Support Representative, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting of technical issues and problems, with variety of complexity, through deployment of solutions or workarounds to ensure the client satisfaction and minimize business impact. Your responsibilities will include direct communication with clients, analyzing diagnostic information, troubleshooting, problem recreation and debugging client IT environment issues to determine course of action and/or solutions. You create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. You coordinate and collaborate with Development, Services and Field teams to ensure technical solutions are relevant, timely and effective. You collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. You understand the client’s business impact and technical needs and act as their trusted advisor for successful utilization of IBM products & solutions.

Your Role And Responsibilities

Provide hardware remote technical support, 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. Strong in soft skills and negotiation to handling customers escalations or complains.

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

• Excellent communication and problem-solving skills.
• Fluent in English is a must.
• 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

IBM