TAC Agent - CANADA

DXC Technology Inc.; Ontario; Remote; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Specialist to assist customers with vehicle technical issues. This role involves diagnosing problems, providing actionable solutions, and collaborating with engineering teams to enhance product quality. The ideal candidate will have a strong background in automotive technology and excellent communication skills, with a commitment to exceptional customer service. Join a forward-thinking company that values diversity and offers a supportive work environment, allowing you to thrive in your career while working remotely within Canada.

Qualifications

• 2-4 year Automotive Technology program preferred or equivalent experience.
• Minimum 3 years as an Automotive Technician with customer service experience.

Responsibilities

• Assist customers in diagnosing vehicle technical issues via phone or chat.
• Maintain accurate records of customer interactions and solutions.

Skills

Problem-Solving

Communication Skills

Technical Skills

Customer Service Orientation

Education

Automotive Technology program (certificate or degree)

Tools

CRM software

Microsoft Office Suite

Job description

Job Description:

Key responsibilities:

• Technical Support: Assist customers and technicians in diagnosing and resolving vehicle technical issues via phone, email, or chat.
• Problem Resolution: Analyze reported problems, identify root causes, and provide clear, actionable solutions.
• Documentation: Maintain accurate records of customer interactions, technical issues, and resolutions using the company's CRM system.
• Collaboration: Work closely with engineering and product teams to relay customer feedback and contribute to product improvements.
• Training: Stay updated on the latest vehicle technologies and repair techniques through continuous learning and training.
• Quality Assurance: Ensure that all provided solutions meet company standards and contribute to overall customer satisfaction.

Qualifications:

• Education: 2-4 year Automotive Technology program (certificate or degree) preferred, or equivalent job experience.
• Certifications: ASE Certified (minimum 2). The National Certification is ideal. State certification is acceptable, however candidate must be willing to get the ASE certification once hired.
• Language: Bilingual (French Canadian and English) is required.
• Experience: Minimum 3 years of hands-on experience as an Automotive Technician (dealership preferred, but independent repair facilities are acceptable). Previous experience in customer service, or related fields is also preferred, but not required.
• Technical Skills: Expert understanding of vehicle systems, diagnostics, and repair processes. Extensive experience with electric vehicle, infotainment, and hybrid technologies are a plus.
• Communication Skills: Excellent verbal and written communication abilities, with a focus on clear and empathetic customer interactions.
• Problem-Solving: Ability to think critically and provide effective solutions under pressure.
• Computer Skills: Proficiency in CRM software, Microsoft Office Suite, and/or other relevant applications.
• Customer Service Orientation: Commitment to delivering exceptional service and maintaining positive customer relationships.

Work Environment

• Home office, remote within Canada only.
• Able to work shifts within the call center’s hours of operation: Monday – Friday (7 a.m. - 8 p.m. Eastern time).
• All applicants must be legally authorized to work in Canada without requiring sponsorship now or in the future.

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.