Technical Centre Support Agent with Russian

Lenovo Technology UK Ltd
Renfrew, UK
Closing date
30 Oct 2020

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Technology & New Media
Contract Type
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The Lenovo Data Center Group (DCG) Services Contact Center Support Agent is a critical member of the Lenovo DCG Services Delivery team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Contact Center Agents must resolve the most complex customer problems, often collaborating with OEM software and hardware Level 3 support teams.

DCG Services Contact Center Support Agents must be experienced remote support agents within a direct contact center environment. Agent must have strong technical troubleshooting skills in networking, storage, and Oss. Industry leading certifications, with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors, as well as sophisticated hardware tuning, configuration, and performance management skills are required. Strong network infrastructure and security skills are also required. Excellent language, customer issue handling, and communications skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.

Your responsibilities will be:

• Serve as the primary point of contact for DCG hardware, software, and overall problem resolution responsible for end-to-end case management
• Logged into telephony system and perform direct contact centre role via phone, eTicketing, chat, and forums
• Collaborating with peer agents, Level 3 OEM agents, and hardware and software development teams
• Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers
• Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols
• Generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required

You will have:

• Russian & English
• Prior experience as a Level 2 contact center agent, or equivalent experience
• Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation
• Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems

As a Lenovo Employee you will enjoy many benefits we offer, for example:

• Competitive compensation
• Flexible Benefits
• Free onsite Parking
• Good Pension Scheme
• Career Development Plan
• Positive work life balance
• Learning and development
• Life Insurance
• Private Medical Insurance
• Long Service Awards
• Long Term Disability Benefits
• Long Service Awards
• Employee Purchase scheme
• Referral bonus
• Working from Home

Don't miss this fantastic opportunity and apply today!
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