Automotive Technical Support (Bilingual)

W3Global; Moncton; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Pre Assessment Agent for Automotive Software Product Support. In this dynamic role, you will handle transaction monitoring and provide solutions for diagnostic software and hardware issues related to vehicle modules. Your expertise will ensure seamless communication with dealers and technicians, delivering timely and accurate resolutions. This position offers a unique opportunity to work closely with cross-functional teams while enhancing your skills in automotive systems. If you are a proactive team player with a passion for customer service and technical support, this role is perfect for you.

Qualifications

• 1-2 years in Product Support and Technical Assistance required.
• Proficiency in automotive hardware and software systems is essential.

Responsibilities

• Monitor transactions and provide solutions for automotive software issues.
• Ensure compliance with company policies and manage escalations effectively.

Skills

Team oriented

Critical thinking

Customer service

Attention to detail

Proactive

Organizational skills

Education

Graduate (4 years course)

Tools

Global Technical Assistance Center (GTAC)

Job description

Description

• As a Pre Assessment Agent for Automotive Software Product Support, you will be responsible for transaction monitoring, reporting & review, dealerships for diagnostic software and hardware issues related to specific vehicle modules and systems, to supplement the escalation process through the Technical Assistance Center.
• Seek the support from Level 2 Agents or liaise with other Client departments concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department.
• Provide initial response to the dealers, acknowledging the issue.
• Provide a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) system.
• Simple to complex issues handling inquiries from the dealers and technicians with high accuracy and efficiency.
• 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 will learn and process all software systems and related hardware in-scope.
• You should ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the Technicians.
• Review and validate TSR's (Technical Service Requests) 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.

Qualification

• Graduate (4 years course) or equivalent experience.
• 1-2 years of experience in Product Support and Technical Assistance.
• Canadian French and English excellent bilingual communication.
• 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 in working and managing communications, with multiple cross-functional teams/stakeholders.

Key Skills

• Team oriented/team player.
• Excellent critical and analytical thinking.
• Customer service with min.1-2 yrs experience.
• High attention to detail, and high level of professionalism.
• Proactive, self-motivated, self-starter, minimal supervision.
• Strong organizational, time and workflow management skills.