Technical Support Engineer

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Company Name: Lenovo India Pvt. Ltd.

Job Title: Technical Support Representative

Payroll: J2W (Contract to Hire)

Salary: 3 LPA

Location: Bangalore
Working Days & Shift:

* Monday to Sunday process
* General Shift / Rotational Shift
* 5 days working (Roster-based)

Reporting Structure:

Team Leader Operations Manager Head Contact Center Regional Director

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 12 years of experience in Customer Service / Technical Support
* Prior experience in technical support or customer service is a plus

Contact details

Hr-Akash

Mob-8917654901

Email-akash.jena@joulestowatts.co