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Automotive Product Support Specialist
2 months ago
Position: Pre-assessment Agent Level 1 (Automotive Product Support)
Role Overview
As a Pre-assessment Agent Level 1 specializing in Automotive Software Product Support, your primary responsibility will be to deliver direct assistance to Client dealerships regarding diagnostic software and hardware challenges associated with specific vehicle modules and systems. This role is crucial in enhancing the escalation process through the Technical Assistance Center.
Key Responsibilities
- Provide timely support to Client dealerships for issues related to automotive diagnostic software and hardware.
- Collaborate with Level 2 Agents and other relevant Client departments, including Engineering, Quality, and OTA (Over-the-air) services, to ensure effective diagnosis.
- Respond promptly to dealer inquiries, acknowledging their concerns and providing initial feedback.
- Deliver solutions to dealers and technicians via phone, email, and the Global Technical Assistance Center (GTAC) system.
- Handle a range of inquiries, from simple to complex issues, ensuring high accuracy and efficiency in your responses.
- Adhere to all company policies while managing open requests and ensuring proper escalations or closures.
- Possess a solid understanding of automotive hardware and software issues, including their causes and remedies.
- Engage in continuous learning regarding all software systems and related hardware within your scope.
- Focus on seamless issue resolution, ensuring accurate and timely solutions for technicians.
- Review and validate Technical Service Requests (TSRs) from dealers and technicians, including the assessment of historical data in Client systems.
- Escalate any issues that hinder task completion or the achievement of Service Level Agreements (SLAs) and targets in a professional manner.
- Act promptly on escalations received, maintaining a professional demeanor.
Qualifications
- High school diploma.
- 1-2 years of experience in Product Support and Technical Assistance.
- Proficient in automotive hardware and software systems and their functionalities.
- Experience in managing customer complaints, with a commitment to delivering exceptional customer experiences through effective resolutions.
- Ability to work collaboratively with multiple cross-functional teams and stakeholders.
- Team-oriented with strong critical and analytical thinking skills.
- High attention to detail and professionalism.
- Proactive, self-motivated, and capable of working with minimal supervision.
- Strong organizational, time management, and workflow management skills.
