Pre-Assessment Agent – Automotive Software Support

HCLTech; City of Moncton; On-site; CAD 36,368 - 51,797; Full time

Job summary

An automotive technology company in Moncton is looking for a Pre-Assessment Agent to assist dealerships with diagnostic software and hardware issues. You will troubleshoot and ensure timely resolutions while providing excellent customer service in both French and English. Ideal candidates should have 1-2 years of experience in product support, strong knowledge of automotive systems, and the ability to work with cross-functional teams. This full-time position offers a starting pay of CA$32.00/hr.

Qualifications

• 1–2 years’ experience in Product Support and Technical Assistance.
• Excellent bilingual communication skills (Canadian French & English).
• Strong knowledge of automotive hardware and software systems.
• Experience handling complaints and delivering outstanding customer service.
• Ability to work with multiple cross-functional teams and stakeholders.

Responsibilities

• Monitor transactions, review reports, and assist dealerships with diagnostic software/hardware issues.
• Provide initial acknowledgment and solutions to dealers and technicians via phone, email, and GTAC system.
• Handle inquiries ranging from simple to complex with accuracy and efficiency.
• Validate Technical Service Requests (TSRs) and historical data in client systems.
• Escalate unresolved issues promptly and professionally to Level 2 Agents or relevant departments.
• Ensure compliance with company policies and SLA targets.
• Learn and process all in-scope software systems and related hardware.
• Maintain proactive communication and seamless issue closure for technicians.

Skills

Automotive hardware/software proficiency

Customer service and complaint resolution

Critical and analytical thinking

Team collaboration and communication

High attention to detail and professionalism

Proactive, self-motivated, and organized

Job description

Pre-Assessment Agent – Automotive Software Support

This range is provided by HCLTech. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$32.00/hr - CA$32.00/hr

Direct message the job poster from HCLTech

About the Role

As a Pre-Assessment Agent for Automotive Software Product Support, you will play a critical role in assisting dealerships with diagnostic software and hardware issues related to vehicle modules and systems. You will provide initial responses, troubleshoot issues, and ensure timely resolutions while maintaining compliance with company standards.

Key Responsibilities

• Monitor transactions, review reports, and assist dealerships with diagnostic software/hardware issues.
• Provide initial acknowledgment and solutions to dealers and technicians via phone, email, and GTAC system.
• Handle inquiries ranging from simple to complex with accuracy and efficiency.
• Validate Technical Service Requests (TSRs) and historical data in client systems.
• Escalate unresolved issues promptly and professionally to Level 2 Agents or relevant departments (Engineering, Quality, OTA, Customer Service).
• Ensure compliance with company policies and SLA targets.
• Learn and process all in-scope software systems and related hardware.
• Maintain proactive communication and seamless issue closure for technicians.

Required Qualifications

• 1–2 years’ experience in Product Support and Technical Assistance.
• Excellent bilingual communication skills (Canadian French & English).
• Strong knowledge of automotive hardware and software systems.
• Experience handling complaints and delivering outstanding customer service.
• Ability to work with multiple cross-functional teams and stakeholders.

Key Skills

• Automotive hardware/software proficiency.
• Customer service and complaint resolution.
• Critical and analytical thinking.
• Team collaboration and communication.
• High attention to detail and professionalism.
• Proactive, self-motivated, and organized.

Seniority level

Not Applicable

Employment type

Full-time

Job function

• Information Technology and Customer Service
• Computer and Network Security, IT Services and IT Consulting, and Automation Machinery Manufacturing

Industries

Computer and Network Security, IT Services and IT Consulting, and Automation Machinery Manufacturing