Customer Support - Tech

Technical Support Representative

Lenovo India Pvt. Ltd. is searching for a polite, professional technical support representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and ensuring a seamless learning experience for our customers.

· Respond promptly and professionally to customer inquiries via email, chat, and phone.

· Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

· Diagnose and troubleshoot technical issues related to our platform, courses, and resources.

· Understanding of company products, services, and policies.

· Provide step-by-step guidance to users on problem resolution.

· Educate users on platform features, functionalities, and best practices.

· Follow standard operating procedures escalate where appropriate to internal teams for faster resolution.

· Keep records of all conversations in our CRM in a comprehensible way.

· Collaborate with internal teams to address and escalate technical issues as needed.

· Gather user feedback on their experience and communicate insights to the development team.

· Identify recurring issues and contribute to continuous improvement efforts.

· Taking part in training and other learning opportunities to expand knowledge of company and position.

· Adhering to all company policies and procedures.

Team Leader Operation Manager Head – LOB Business Head – Contact Center Regional Director.

Must have :

· Fluency in spoken and written in English, spoken in Hindi and one native language.

· Knowledge on Basic PC hardware, Windows OS.

· Typing speed minimum 25 words per min.

Should have :

· Strong problem solving and customer handling skills.

· Good reading and comprehension skills.

· Good understanding of PC working principle.

Good to have:-

· Knowledge about the Lenovo products and call center processes.

· Knowledge of Windows 10/11 installation troubleshoot,

· Drivers’ installation and application troubleshoot.

· Any hardware Certification will be an added advantage.

· Basic knowledge on Sales support (Upsell).

· 2+years’ experience in similar field.

Monday to Sunday Process. General Shift with 5 days working roster.

· Fresher or min.1 to 2-year experience in Customer Service and Support

· Education: Any Degree (10+2+3/4) or Diploma (10+3 or 10+2+3). Freshers or 1 to 2 years of experience.

· Strong technical aptitude and understanding of computer science concepts.

· Strong phone and verbal communication skills along with active listening.

· Mandatory requirement: Fluency in spoken and written in English, spoken in Hindi.

· Previous experience in technical support or customer service is a plus.

Skill

Basic criteria

Description

Passing Threshold

Assessment process

Qualification

Degree

Fresher or min.1 to 2-year experience in Customer Service and Support.

Document verification.

Diploma

Fresher or min.1 to 2-year experience in Customer Service and Support.

Communication Skill

Reading

Ability to read with accurate fluency 42 defined thresholds

42 %tile

SVAR Test, F2F/Virtual Interview

Speaking

Ability to structure and communicate ideas 42 defined thresholds

Listening

Ability to listen and recite the sentences back 42 defined thresholds

Technical Skills

Products

Basic Knowledge about Lenovo PCs/Laptops

Score between
1 to 5 Point
3 Passing point

AMCAT / F2F / Virtual Interview

Process

Basic Knowledge about Call Center Operations

Software

Basic Knowledge about Windows OS (10/11)

Typing skills

25 words per min

Online Assessment

Online Typing Test

Job Types: Full-time, Permanent

Pay: ₹150,000.00 - ₹320,000.00 per year

Benefits:

Paid time off
Schedule:

Day shift
Monday to Friday
Rotational shift
Supplemental Pay:

Performance bonus
Quarterly bonus
Application Question(s):

freshers with excellent english are also applicable
are you comfortable with 2 days rotatory off and must have basic computer knowledge regarding window installation and lenovo laptops
Work Location: In person

Speak with the employer
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