Job Summary

Lenovo India Pvt. Ltd. is seeking a polite, professional, and customer-focused Technical Support Representative to deliver outstanding technical assistance. The role involves responding to customer inquiries, troubleshooting technical issues, and ensuring a seamless learning and support experience for Lenovo customers across multiple channels.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Identify customer needs, clarify issues, research solutions, and provide effective resolutions or alternatives.
• Diagnose and troubleshoot technical issues related to platforms, courses, resources, and systems.
• Provide step-by-step guidance to users for issue resolution.
• Educate customers on platform features, functionalities, and best practices.
• Maintain accurate and detailed records of customer interactions in the CRM system.
• Follow standard operating procedures (SOPs) and escalate issues to internal teams when required.
• Collaborate with internal teams for faster issue resolution.
• Gather customer feedback and share insights with development and operations teams.
• Identify recurring issues and contribute to continuous improvement initiatives.
• Participate in training programs to enhance product and technical knowledge.
• Ensure compliance with all company policies and procedures.

Required Skills & Qualifications (Must Have)

• Fluency in spoken and written English.
• Fluency in spoken Hindi and one native language.
• Knowledge of basic PC hardware and Windows OS.
• Minimum typing speed of 25 WPM with 85% accuracy.
• Strong phone etiquette and verbal communication skills.
• Good reading comprehension and active listening skills.

Education:

• Any Degree (10+2+3/4) or
• Diploma (10+3 or 10+2+3)

Preferred Skills (Should Have)

• Strong problem-solving and customer-handling skills.
• Good understanding of PC working principles.
• Strong technical aptitude and understanding of basic computer science concepts.

Additional Skills (Good to Have)

• Knowledge of Lenovo products and call center processes.
• Experience with Windows 10/11 installation and troubleshooting.
• Knowledge of driver installation and application troubleshooting.
• Any hardware certification is an added advantage.
• Basic understanding of sales support / upselling.
• 2+ years of experience in a similar technical support or customer service role.

Experience

• Fresher or up to 12 years of experience in Customer Service / Technical Support.
• Prior experience in technical support or customer service is a plus.

Work Details

• Location: Bangalore
• Working Days & Shift: Monday to Sunday process, General Shift / Rotational Shift, 5 days working (Roster-based).
• Payroll: J2W (Contract to Hire)
• Salary: 3 LPA

Contact Information

HR: Akash

Mobile: 8917654901

Email: akash.jena@joulestowatts.co