Channel Partner Helpdesk Specialist
Why Work at Lenovo
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Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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
Key Responsibilities:
- Provide day-to-day helpdesk and operational support for partners, including guidance on partner onboarding and Bid tools (e.g., LPH, LBPe), processes, and system navigation.
- Support deal registration activities, including approval, rejection, re-routing, and exception handling.
- Assist with order-related inquiries, such as order status checks, stuck orders, and coordination with relevant teams.
- Act as a bridge between partners and IT support, managing communication, gathering required information, and providing status updates.
- Deliver partner guidance on onboarding, contracts, invoices, licenses, RMA/DOA processes, and program-related queries.
- Support ticket handling via:
- Live Chat
- Teams calls
- Helpdesk Ticket Management Tool
- Support ticket management, including raising and tracking various types of tickets.
- Perform triage support, directing inquiries to appropriate internal teams and ensuring resolution follow-up.
- Maintain and update knowledge documentation, contribute to process improvements, and deliver ad-hoc training or guidance.
- Support system testing and remain up to date with tool enhancements to better assist partners.
Qualifications:
- Bachelor’s degree or above
- Fluent in English (spoken and written), able to support customer-facing communication with US/Canada partners
- Minimum 1 year of experience in Helpdesk, Customer Support, or Operations Support
- Familiarity with commercial indirect selling models. Such as partner onboarding to order processes.
- Experience supporting partners or B2B customers preferred
- Ability to handle high-volume requests in a fast-paced environment
- Strong problem-solving and troubleshooting skills
- Ability to work across teams and manage multiple requests efficiently
- Customer-focused with a proactive mindset
- Experience working in a cross-region or global environment
- Ability to support North America business hours