Bilingual à Canada

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.