Position Description:

This role is primarily a technical role within the newly created Premium
Technical Support team based in Hong Kong. In this role you be delivering best
in class support to Lenovo’s premium customers. Over email 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.

Day-To-Day Tasks:
• 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 TAM Team monitors and tracks issues to ensure accurate
resolution.
• Monitors own ‘open case’ workload and drives to closure.

Position Requirements:

Key Competencies Needed:
• Working Knowledge on Windows Operating Systems and MS Products
• Proven ability to troubleshoot Client solutions
• Strong verbal and written communications skills with both customers and
internal team.
• Superior customer service skills
• Proven ability to learn new and complex technology
• Able to priorities in a fast paced, dynamic work environment
• Able to problem solve and think laterally

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