Dedicated Resolution Officer - NA Lenovo PC

Introduction

As a Technical Support Professional, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting of billing, account, technical issues and problems, with variety of complexity, through deployment of solutions or workarounds to ensure the client satisfaction and minimize business impact. Your responsibilities will include direct communication with clients, analyzing diagnostic information, troubleshooting, problem recreation and debugging client IT environment issues to determine course of action and/or solutions. You create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. You coordinate and collaborate with Development, Services and Field teams to ensure technical solutions are relevant, timely and effective. You collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. You understand the client's business impact and technical needs and act as their trusted advisor for successful utilization of IBM products & solutions. As a leader you drive improvements and solutions within IBM to ensure they have the tools, knowledge, and expertise to provide exceptional client experience with IBM products & services.

• Receive and analyze escalated customer issues, determining their root cause and impact.
• Prioritize escalations based on severity, impact, and business value.
• Serve as a point of contact for escalated issues, communicating with customers and internal teams.
• Handling off hours for business needs, whenever required.
• Maintain clear and consistent communication throughout the escalation process.
• Develop and implement solutions to address escalated issues, ensuring timely and effective resolutions.
• Document resolutions and learnings to prevent recurrence of similar issues.
• Identify areas for improvement in customer support processes and escalation procedures.
• Propose and implement solutions to streamline workflows and enhance customer satisfaction.
• Maintain a comprehensive knowledge base of common issues, resolutions, and best practices.
• Provide training and guidance to other team members on escalation procedures and customer service techniques.
• Track and analyze escalation trends to identify patterns and areas for improvement.
• Prepare reports and dashboards to monitor key performance indicators (KPIs) related to escalations.
• Ensure customer satisfaction throughout the escalation process, managing expectations and providing timely updates.
• Handle sensitive customer information with confidence

• Receive and analyze escalated customer issues, determining their root cause and impact.
• Prioritize escalations based on severity, impact, and business value.
• Serve as a point of contact for escalated issues, communicating with customers and internal teams.
• Handling off hours for business needs, whenever required.
• Maintain clear and consistent communication throughout the escalation process.
• Develop and implement solutions to address escalated issues, ensuring timely and effective resolutions.
• Document resolutions and learnings to prevent recurrence of similar issues.
• Identify areas for improvement in customer support processes and escalation procedures.
• Propose and implement solutions to streamline workflows and enhance customer satisfaction.
• Maintain a comprehensive knowledge base of common issues, resolutions, and best practices.
• Provide training and guidance to other team members on escalation procedures and customer service techniques.
• Track and analyze escalation trends to identify patterns and areas for improvement.
• Prepare reports and dashboards to monitor key performance indicators (KPIs) related to escalations.
• Ensure customer satisfaction throughout the escalation process, managing expectations and providing timely updates.
• Handle sensitive customer information with confidence.

• Excellent communication and problem-solving skills.
• Fluent in English is a must.
• At least one years of experience in Technical Support for Lenovo PC.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to multitask and manage multiple priorities.
• Knowledge of relevant products, services, and technologies.
• Experience in customer service or technical support (Lenovo PC).
• Ability to de-escalate difficult situations and maintain composure under pressure.
• Familiarity with escalation management tools and processes.