Remote Technical Support - Entry Level

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
As 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.

Key Responsibilities:

• Provide 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

• 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.
• Bachelor’s degree in Computer Science Information Technology or a related field.
• Availability to work in the office in US Time zone hours.
• Fluent in English.

Preferred Technical and Professional Expertise

• Master’s degree in Computer Science Information Technology or a related field preferred.