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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 exceptional support to Client dealerships regarding diagnostic software and hardware challenges associated with various vehicle modules and systems. Your expertise will be instrumental in enhancing the escalation process through the Technical Assistance Center.
Key Responsibilities
- Provide direct assistance to Client dealerships for both software and hardware issues, ensuring a smooth escalation process.
- Collaborate with Level 2 Agents and liaise with relevant Client departments, including Engineering, Quality, and OTA (Over-the-air) services.
- Promptly acknowledge dealer inquiries and provide initial responses to their concerns.
- Deliver effective 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, with a focus on accuracy and efficiency.
- Ensure compliance with all company policies and manage open requests, facilitating appropriate escalations or closures.
- Develop a comprehensive understanding of automotive hardware and software issues, their causes, and remedies.
- Engage in learning and processing all relevant software systems and associated hardware.
- Strive for seamless issue resolution, prioritizing accurate and timely solutions for technicians.
- Review and validate Technical Service Requests (TSRs) from dealers and technicians, ensuring historical data and information are accurate.
- Timely escalate any issues that hinder task completion and achievement of service level agreements (SLAs) and targets.
- Respond professionally to any escalations received, maintaining a high standard of service.
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 excellent customer experiences.
- Ability to communicate effectively with multiple cross-functional teams and stakeholders.
- Team-oriented with strong collaboration skills.
- Excellent critical thinking and analytical abilities.
- High attention to detail and professionalism.
- Proactive, self-motivated, and capable of working with minimal supervision.
- Strong organizational and time management skills.
