Senior Product Support Specialist

Pre-assessment Agent Level 2(Product Support) - Automobiles

• As a pre-assessment agent Level 2 Automotive Software Product Support, you will be responsible to provide direct support to Client dealerships for diagnostic software and hardware issues with complexity related to specific vehicle modules and systems to supplement the escalation process through the Technical Assistance Center
• Seek the support from Diagnostics System Specialists Level or liaise with other Client departments concerned with diagnosis, primarily Engineering, Quality, OTA and other Client Customer Service Department
• Provide quick and effective resolutions to dealer’s Technicians to prevent development of a backlog
• Provide a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) system
• Support client management to direct the needs of the service to ensure a high quality, continuously improving service
• Provide preliminary triage of the ECU (Electronic Control Units) Software log events, primarily for Infotainment and Connectivity modules, provided from the customer via In-Vehicle trigger
• Collaborate with module Engineers to identify existing or new issue
• Identify the ECU Software for all ECUs on the target vehicles
• Complex issues handling inquiries from the dealers with high accuracy and efficiency
• You will use deductive reasoning to make sound business decisions
• You will be required to multitask between tools in maintaining TSR (Technical Service Request) databases, validating input information and verifying towards solutioning with high attention to detail and sense of urgency
• You will ensure compliance to all company and business policies, administer all open requests, and ensure appropriate escalations or closure of the requests
• You should have working knowledge on automotive hardware, software issues, causes and remedies
• You should ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the Technician
• Review and validate TSR’s from dealers / technicians including validating issue related historical data and information in client systems
• Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets
• Respond and act in a timely professional manner any escalations received
• High school Diploma
• 3 + years of experience in Product Support and Technical Assistance
• Proficiency in automotive hardware and software systems with its functionality
• Experience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response times
• Experience working and managing communications, with multiple cross-functional teams / stakeholders
• Has experience in participating with process improvement projects (contributor / participant)
• Team oriented / team player
• Situational / contextual awareness with the ability to assess the impacts of issues being sought for a support
• Excellent critical and analytical thinking
• High attention to detail, and high level of professionalism
• Proactive, self-motivated, self-starter, minimal supervision
• Excellent analytical skills and strong decision-making skills committed to resolution and compliance
• Strong organizational, time and workflow management skills
30+ days ago