General Information Req # WD00077110 Career area: Information Technology Country/Region: Malaysia State: Selangor City: Petaling Jaya Date: Friday, January 24, 2025 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 our StoryHub. Description and Requirements

Role Overview:

The IT Product Engineer position will provide exceptional technical support for Lenovo’s Microsoft Omni-channel Chat, email, and social media customer service contacts. As an IT Product Engineer, responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use MS Teams, email, and chat applications to give clients support. This position is primarily responsible for designing, developing, and maintaining the technical configurations behind a live chat system, ensuring smooth communication between customers and the chat interfaces, position involves configuring customer connection channels, workflows, agent dashboards, and integrate other systems to optimize customer interactions and improve agent productivity.  The position will assess customer needs and tailor customized solutions to fit the objectives of the customer.  This position also requires good technical knowledge and must be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to provide effortless interactions to our customers.

Job Description:

In this role, the IT Product Engineer will be at the forefront of innovation, working on the Omnichannel (Web Chat and SMS) offerings to expand customer communication avenues and the Conversation Intelligence services to provide valuable conversation insights to customers on our contact center automation platform.
UAT Support for Business Team. Job duties could include:

Designing and developing comprehensive omnichannel strategies, including channel configuration, routing rules, escalation paths, and agent workspaces to meet specific business needs. Installing, configuring, and deploying the Omnichannel for Customer Service application, integrating with existing CRM data and other systems. Managing and optimizing individual communication channels like live chat, email, SMS, and social media within the omnichannel platform. Creating automated workflows and business rules to streamline customer interactions, including pre-chat qualification, case creation, knowledge base integration, and post-interaction follow-ups. Designing intuitive agent dashboards, providing real-time customer information, and utilizing features like suggested knowledge articles to improve agent efficiency. Monitoring key performance indicators (KPIs) related to customer service interactions, agent performance, and overall omnichannel effectiveness, and generating reports to identify areas for improvement. Identifying and resolving technical issues related to omnichannel functionality, providing technical support to users and administrators. Analyzing the requirement and designing an optimal solution which benefits the business.

Responsibilities:

Provide best in class front-line, customer-facing, technical support, and service for Lenovo global contact centers operations team.Investigate, troubleshoot, and resolve customer issues with user-friendly communication and documentation.Build strong and effective working relationships with colleagues and customers.Escalate issues that cannot be resolved to designated internal teams with clear, concise, and comprehensive documentation.Identify, advocate, and escalate trending issues –ensuring that repetitive usability impediments are being addressed by our product engineering teams.Act as a subject matter expert and provide recommendations on product documentation for internal staff and customers.Provide guidance to and collaborate with other internal departments to ensure successful outcomes for Lenovo customers.Support disaster recovery solutions.Responsible for tracking time and expenses as they happen.Understand internal business processes by completing assigned training materials.Work IT tickets assigned through the ticketing system.Support deployment project issues and work with internal teams to resolve project tickets. Define and document the detailed business solution designs for contact center channel solutions.Provide system training to key user and operation team.Partner with global business teams on creation and execution of User Acceptance Testing.Provide postproduction support with operation team.Diagnose and troubleshoot technical issues, including account setup and network configuration.Ask customers targeted questions to quickly understand the root of the problem.Provide prompt and accurate feedback to customers.Refer to internal database or external resources to provide accurate tech solutions.Ensure all issues are properly logged.Prioritize and manage several open issues at one time.Follow up with internal customers to ensure their IT systems are fully functional after troubleshooting.Prepare accurate and timely reports.
 

Requirements:

Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t meet 100% of the listed requirements!

Familiarity with Dynamics 365 CRM data structures, entities, and workflows. Basic coding knowledge (C#, JavaScript) may be required for customizations and integrations. Strong understanding of Microsoft Dynamics 365 Customer Service, Omnichannel for Customer Service features, and related technologies. Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar roleHands-on experience with Windows OS environmentsGood understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and troubleshoot basic technical issues.Familiarity with remote desktop applications and help desk software (e.g. GoTo or LogMeIn)Excellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalDeep understanding of customer service best practices, contact center operations, and customer experience principles. Excellent written and verbal communication to collaborate with stakeholders, gather requirements, and present technical solutions. Extensive experience in contact center data analysis.Experience with contact center voice technology is preferred.Preferred bachelor’s degree in computer science, engineering, business, or related degree.Fluent in English and Mandarin, both spoken and written. Additional Locations:  * Malaysia - Selangor - Petaling Jaya * Malaysia * Malaysia - Selangor * Malaysia - Selangor - Petaling Jaya