PC - Remote Technical Support

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IntroductionAs a Remote Technical Support Agent specializing in Lenovo PC Products, you will be responsible for providing comprehensive technical assistance and guidance to customers via 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 ResponsibilitiesProvide timely and professional technical support to customers via email, addressing inquiries related to Lenovo PC products. Diagnose hardware issues, including but not limited to system crashes, software errors, connectivity problems, and peripheral compatibility. Guide customers through troubleshooting steps, utilizing assistance tools and diagnostic software where necessary to identify and resolve technical issues. Document all interactions with customers, including issue details, troubleshooting steps taken, and resolutions provided, in a comprehensive manner. Escalate complex technical issues to senior support staff or appropriate internal teams, ensuring prompt resolution and customer satisfaction.

Stay updated on Lenovo product specifications, technical documentation, and troubleshooting procedures to provide accurate and up-to-date support. Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to product improvement initiatives. Participate in training sessions and knowledge-sharing activities to enhance technical skills and stay informed about new Lenovo products and technologies. Maintain a positive and customer-focused attitude while adhering to service level agreements (SLAs) and quality standards for email support. Required Technical And Professional Expertise Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

Proven experience in technical support roles, preferably with a focus on Lenovo PC products or similar hardware. Proficiency in diagnosing and troubleshooting hardware and software issues related to desktops, laptops, and peripherals. Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely via email. Strong customer service orientation with a passion for helping customers resolve technical challenges effectively. Ability to work independently in a remote environment, demonstrating self-motivation, time management skills, and attention to detail. Familiarity with remote support tools, diagnostic utilities, and ticketing systems for tracking and managing customer inquiries.

Certifications such as CompTIA A+, Lenovo Certified Technician, or similar credentials would be advantageous. Preferred Technical And Professional ExperienceThe role requires working from office in US Time zone. Fluency in English is a must. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.

IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If you have questions about this posting, please contact support@lensa. com