Lenovo DCG Services Contact Center Support Agent in Kuala Lumpur, Malaysia
The Lenovo 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, having 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.
Serve as the primary point of contact for DCG hardware, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, as well as hardware problem determination and hardware services delivery providers
Ensure customer incident resolution at industry leading incident closure rates
Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
Accurately diagnose problem severity levels and prioritize call loads appropriately
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 knowledgebase updates, as well as other customer and problem documentation as required Experience, Language, and Certification requirements:
Five to seven years of contact center experience in similar Intel based hardware environments
Prior experience as a Level 2 contact center agent
Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow
Networking troubleshooting skills (i.e. Internet protocols)
Software oriented troubleshooting from the Operating System level
Storage troubleshooting knowledge/skills (software defined storage in Azure Stack)
Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
Deep technical expertise in industry standard systems management tools
Language: Fluent English and Mandarin Language Skills required.
Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)
VMware: VCP6-DCV, VCIX6-DCV strongly preferred
Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud)
SUSE: CLA, CLP
Job ID #: 53493
Position Title: DCG Services Contact Center Support Agent
Location: MYS-Kuala Lumpur
Functional Area: Services
Facility: Regional Office
Relocation Provided: No
Education Required: Bachelors Degree
Experience Required: 5 - 7 Years
Travel Percent: 1