Job Information

Lenovo Premier Technical Supervisor in Selangor, Malaysia

Premier Technical Supervisor

General Information

Req #

WD00073517

Career area:

Information Technology

Country/Region:

Malaysia

State:

Selangor

City:

Petaling Jaya

Date:

Friday, November 29, 2024

Working time:

Full-time

Additional Locations :

  • Malaysia - Selangor - Petaling Jaya

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) .

Description and Requirements

Operations Management: ·

Lead, supervise and manage a team of Technical Support Specialists & subjects to meet the required performance and KPIs. ·

Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.

· Support, coach and manage the Technical Support Specialists and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved.

· Provide ongoing coaching, training and counseling to team members on customer management as well as products and services.

· Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & service.

· Maintain the Operations Quality Management and continuously review and update the policies, processes and forms.

· Support the Contact Centre in achieving its overall service levels for various channels like Voice, Email, Eticket and Chat and any other KPIs as dictated by Operations.

· Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.

· Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters.

· Disseminate information and ensures team member are fully briefed on the information received.

· Attend to customer escalations and provide resolution, this may even involve liaising with various stakeholders like the Technical Team, Technical Account Manager, Service Delivery Manager, Customer Care Team or Sales/Marketing Teams

· Identify areas for service improvement and make recommendations to the management team.

· Regularly review operations and teams performance · Take on projects assigned · Undertake any other ad-hoc tasks assigned

Report Management:

· Prepare daily, weekly and monthly reports pertaining to contact center operations and performance.

· Prepare business review presentation (when required) and ensure all the reports are accurate and meet data integrity.

Required Minimum Skills and Knowledge

  1. Communication Skills · Proficiency in written, read and spoken English.

· Speak with good pace, articulate and have clear pronunciation.

· Polished delivery: ability to communicate in a structured and effective manner.

· Effective and active listening skills

· Able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency

· Written skills: Grammar; Spelling and attention to detail

· Ability to mulit-task and navigate difficult situations and stay calm under pressure.

· Typing Speed (minium 35 WPM) · Email etiquette

Leadership and Management Skills

· Manage, supervise and lead a team of Technical Support Executives to meet the required individual and center performance targets. · Provide the team with clear objectives by group and individual performance.

· Support and facilitate regular and constructive feedback through team meetings and 1 on 1 review.

· Provide ongoing coaching, training, and counselling to team members on products and customer handling.

· Conduct regular team meetings to ensure that two-way communication is maintained between team members and management.

· Review workflow and procedures to close service gaps

· RCA & CLCA: ability to Identify and highlight areas for service improvement and make recommendations.

· Disseminate the important and necessary information received from high level operations as soon as possible and ensure that the team members are fully briefed.

· Analytical, problem-solving and people skills.

· Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.

· Analyze, monitor, document and present data.

· Build, develop and manage internal and external relationships.

· Experience of either leading or working as part of projects · Strong facilitation and collaboration skills

· Experience in Coaching and providing corrective actions.

· Driving post incident investigations to ensure corrective actions are in place with either the Contact Centre’s service supplier or Lenovo’s IT team to avoid future outages.

· Perform monthly reviews with the Contact Centre supplier on any IT related issues; ensuring ant corrective actions are executed.

· Assists Contact Centre to devise actionable plans for IT implementation of improvement opportunities.

· Ability to delegate tasks.

Technical Skills

· Ability to understand technical issues.

· Ability to ask probing questions related to the reported problem.

· Use logical troubleshooting techniques to resolve the root cause of a problem.

· OS Knowledge (All windows) · Hands on experience on Laptop / Desktop / Tablet products · Computer Hardware & Network Basics · Can guide and walk through the customer including explanation as necessary.

· Executes policy and procedures to resolve issues and offers suggestions to Customer within his/her defined support boundaries. · Responsible for efficiently and effectively solving issues presented by Customers over the phone, email or chat.

  1. Others ·

Bachelor’s Degree with 3-5 years of IT operations experience ·

Experience of Computer operation including Emails, Excel, and Power Point.

· Knowledge & Experience on Phone and tools operations (softphone and CRM)

Additional Locations :

  • Malaysia - Selangor - Petaling Jaya

  • Malaysia

  • Malaysia - Selangor

  • Malaysia - Selangor - Petaling Jaya