Automotive Technical Support (Bilingual)

W3Global


Date: 2 weeks ago
City: Moncton, New Brunswick
Contract type: Contractor
Remote
Description

  • As a Pre Assessment Agent for Automotive Software Product Support, you will be responsible for transaction monitoring, reporting & review, dealerships for diagnostic software and

hardware issues related to specific vehicle modules and systems, to supplement the escalation process through the Technical Assistance Center

  • Seek the support from Level 2 Agents or liaise with other Client departments concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department
  • Provide initial response to the dealers, acknowledging the issue
  • Provide a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) system
  • Simple to complex issues handling inquiries from the dealers and technicians with high accuracy and efficiency
  • You will ensure compliance to all company and business policies, administer all open requests, and ensure appropriate escalations or closure of the requests
  • You should have working knowledge on automotive hardware, software issues, causes and remedies
  • You will learn and process all software systems and related hardware in-scope
  • You should ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the Technicians
  • Review and validate TSR's (Technical Service Requests) from dealers/technicians including validating issue related historical data and information in client systems
  • Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets
  • Respond and act in a timely professional manner any escalations received

Qualification

  • Graduate (4 years course) or equivalent experience
  • 1-2 years of experience in Product Support and Technical Assistance
  • Canadian French and English excellent bilingual communication
  • Proficiency in automotive hardware and software systems with its functionality
  • Experience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response times
  • Experience in working and managing communications, with multiple cross-functional teams/stakeholders

Key Skills

  • Team oriented/team player
  • Excellent critical and analytical thinking
  • Customer service with min.1-2 yrs experience
  • High attention to detail, and high level of professionalism
  • Proactive, self-motivated, self-starter, minimal supervision
  • Strong organizational, time and workflow management skills

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