Automotive Software Product Support Agent

6 days ago


Dearborn, Michigan, United States HCLTech Full time
Job Description

Job Overview

HCLTech is seeking a highly skilled Automotive Software Product Support Agent to join our team. As a key member of our support team, you will be responsible for providing direct support to client dealerships for diagnostic software and hardware issues related to specific vehicle modules and systems.

Key Responsibilities

  • Provide initial response to dealers, acknowledging the issue and ensuring timely resolution.
  • Collaborate with Level 2 Agents or liaise with other client departments to resolve complex issues.
  • Develop and maintain working knowledge of automotive hardware and software systems, including causes and remedies.
  • Ensure seamless and frictionless issue closure with a focus on accurate and timely solutions.
  • Review and validate TSRs from dealers/technicians, including historical data and information in client systems.
  • Escalate issues in a timely and professional manner to ensure completion of tasks and achievement of SLA and targets.

Requirements

  • High school diploma
  • 1-2 years of experience in Product Support and Technical Assistance
  • Proficiency in automotive hardware and software systems with its functionality
  • Experience in handling complaints and delivering excellent customer experiences
  • Excellent critical and analytical thinking, with high attention to detail and professionalism

About HCLTech

HCLTech is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.



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