Technical Support Representative

Technical Support Representative

Lenovo India Pvt. Ltd. is seeking a professional and polite Technical Support Representative to deliver excellent customer service. The role involves answering customer inquiries, troubleshooting product issues, and ensuring a smooth user experience.

Responsibilities:

• Respond promptly to customer inquiries via email, chat, and phone.
• Identify customer needs, clarify information, research issues, and provide solutions.
• Diagnose and troubleshoot technical issues related to products and services.
• Provide step-by-step guidance and educate users on platform features and best practices.
• Follow standard operating procedures and escalate issues to internal teams as needed.
• Record conversations in CRM and collaborate with teams to address technical problems.
• Gather user feedback and communicate insights for product improvements.
• Participate in training to enhance knowledge of products and services.
• Adhere to company policies and procedures.

Must Have:

• Fluency in spoken and written English, spoken Hindi, and one native language.
• Basic knowledge of PC hardware and Windows OS.
• Minimum typing speed of 25 words per minute.

Should Have:

• Strong problem-solving and customer handling skills.
• Good reading and comprehension abilities.
• Understanding of PC working principles.

Good to Have:

• Knowledge of Lenovo products and call center processes.
• Experience with Windows 10/11 installation, troubleshooting, and driver/applications.
• Hardware certification.
• Basic knowledge of sales support (upsell).
• Experience in a similar role.

Shift:

Qualifications:

• Fresher or 1-2 years of customer service/support experience.
• Education: Any degree (10+2+3/4) or diploma (10+3/10+2+3).
• Strong technical aptitude and understanding of computer science.
• Strong phone and communication skills.
• Fluency in English and Hindi.
• Previous experience in technical support/customer service is a plus.

Interview Rounds: