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.
  
  
  

About Business Unit

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Your Life @ IBM

About IBM

Location Statement

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.