Job Description

Cloud Services Support EngineerGeneral InformationReq #WD00071556Career area:Cloud ComputingCountry/Region:IndiaState:KarnatakaCity:BANGALOREDate:Monday, September 16, 2024Working time:Full-timeAdditional Locations:

• India - Karn\xc4\x81taka - Bangalore

• India - Karn\xc4\x81taka - BANGALORE

Why Work at LenovoWe 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 , and read about the latest news via our .Description and RequirementsThe Cloud Services Technical Support Specalist is a critical member of the SaaS Support 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. Support Engineers must resolve the most complex customer problems, often collaborating with Microsoft\'s software Level 2 and 3 support teams.Cloud Services Technical Support Engineer must be experienced remote support agents within a direct contact center environment. Engineer must have strong technical background in M365, Office 365 and MS Azure (Fundamentals) along with other Cloud productsWe\'re looking for a professional who is well-rounded and customer-focused, with a love for solving problems. As a Tier 1 Cloud Services Technical Support Engineer you will be a part of an award-winning support team that provides Azure and M365 customers the highest level of support while working on an industry-leading product.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.Job Functions

• Research, troubleshoot and resolve technical issues involving Microsoft Office 365, Azure Cloud Platform, Other Azure products & SaaS Products.
• Document all technical inquiries and develop content for knowledge base.
• Support key internal initiatives involving pre-release testing, validation, and documentation.
• This is a Global Support is provided 24/7 rotational shifts.
• Provide highly technical end-user support to clients via telephone, email, and ticketing system.
• Collaborate in a fast-paced environment with multiple internal teams for account & subscription management.
• Provide knowledge transfer and informal training to clients and co-workers.

Key Responsibilities

• Serve as the primary point of contact for Cloud Service, and overall problem resolution responsible for end-to-end case management. Agent is logged into telephony system and performs direct contact center role via phone, e-Ticketing, and email.
• End to End Customer / Case Ownership of all issues including hardware and software.
• Resolve complex, collaborative calls working with Level 2 and Level 3 teams.
• 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.

Additional Locations:

• India - Karn\xc4\x81taka - Bangalore

• India - Karn\xc4\x81taka - BANGALORE

• India

• India - Karn\xc4\x81taka

• India - Karn\xc4\x81taka - Bangalore , * India - Karn\xc4\x81taka - BANGALORE

NOTICE FOR PUBLICAt Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.Kindly verify job offers through the official or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.

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