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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 in Automotive Software Product Support, you will play a crucial role in delivering direct assistance to Client dealerships regarding diagnostic software and hardware challenges associated with specific vehicle modules and systems. Your expertise will be vital in enhancing the escalation process through the Technical Assistance Center.
Key Responsibilities
- Provide immediate support to dealers, acknowledging their issues and ensuring timely communication.
- Collaborate with Level 2 Agents and other relevant Client departments, including Engineering, Quality, and OTA (Over-the-air) services, to facilitate effective diagnosis.
- Deliver solutions to dealers and technicians via phone, email, and the Global Technical Assistance Center (GTAC) system.
- Handle inquiries ranging from simple to complex issues with a focus on accuracy and efficiency.
- Ensure adherence to all company policies, manage open requests, and oversee appropriate escalations or closures of requests.
- Possess a solid understanding of automotive hardware and software issues, their causes, and potential remedies.
- Engage in learning and processing all relevant software systems and associated hardware.
- Facilitate seamless issue resolution, emphasizing accurate and timely solutions for technicians.
- Review and validate Technical Service Requests (TSRs) from dealers/technicians, ensuring the accuracy of historical data and information within client systems.
- Timely escalate any issues that hinder task completion and achievement of service level agreements (SLAs) and targets.
- Respond promptly and professionally to any escalations received.
Qualifications
- High school diploma required.
- 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 and delivering exceptional customer experiences through effective resolutions.
- Ability to communicate and collaborate with multiple cross-functional teams and stakeholders.
- Team-oriented with strong analytical and critical 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.
