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Technical Support Representative

1 month ago

Rochester Hills, United States First Brands Group, LLC Full time

First Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building profitable, enduring growth among all our customers.


We have an immediate opening for a Technical Assistance Agent. The primary function of this role is to drive customer satisfaction by corresponding with technicians, parts staff, and consumers by phone, e-mail, and live chat on matters such as cataloging, product specifications, trouble shooting mechanical difficulties, and other diagnostic inquiries.


Essential Duties & Responsibilities

Answer customer queries on technical or troubleshooting aspects of water, fuel, wiper, filter, brakes, lift supports & ignition products to include but not limited to the use of telephone, Live Chat messaging, email and other various technology.

Capture full call details & resolution using call handling database.

Utilize OE and Aftermarket Service Information Websites for assisting customers with diagnostic inquiries.

Maintain and work with in assigned department metrics.

Assist with supporting customers and documenting data for market analytics.

Help customers trouble-shoot technical situations and provide solid technical advice.

Develop strong product knowledge on Trico Group products and uses

Develop expertise on company systems and resources to accurately locate answers to questions and drive continuous system improvements.

Other duties and projects as assigned.


Education, Experience, and Skills

Automotive technical degree (preferred), or equivalent automotive technical experience

Strong automotive knowledge required – mechanic or technician work experience

Proficient keyboarding skills required

Proficiency in using basic computer programs

Strong communication skills

Possess skills in on-line database platforms.

Ability to multitask and monitor multiple forms of communications while working on multiple computer screens and programs.

Be hardworking and motivated

Available to work one part-time Saturday per month

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