Customer & Technical Support Associate (Automotive)

Bosch; Taguig; On-site; PHP 360,000 - 480,000; Full time

Job summary

Bosch in Manila seeks an IT Helpdesk/Support Analyst to handle technical inquiries via phone, email, and portals, ensuring issues are diagnosed and resolved within SLAs. You will document interactions, perform remote troubleshooting, manage device health, licensing, and incident lifecycle.

Required is a Bachelor's in IT, strong communication, and proficiency with Microsoft Office; ERP or ticketing exposure is a plus.

Qualifications

• Bachelor’s degree in information technology or related field.
• Strong grasp of Windows operating systems, network security (firewalls).
• Advanced knowledge of Microsoft Office for data analysis and report generation.
• Excellent verbal and written communication, collaboration with internal and external customers.
• Team oriented with attention to detail and problem solving.

Responsibilities

• Manage technical support inquiries via phone, email and online portals, resolving issues within SLAs.
• Maintain records of customer interactions, installations, and reported bugs for follow-up actions.
• Proactively investigate recurring technical hurdles to improve system reliability.
• Perform remote troubleshooting including Windows updates, firewall configurations, and software install/uninstall.
• Oversee device health and licensing management, and track incidents through lifecycle using helpdesk systems.
• Handle daily calls and emails, create/update incident tickets, and support licensing for equipment.

Skills

Windows OS

Network security

Communication

Remote troubleshooting

Data analysis using MS Office

Education

Bachelor's degree in information technology

Tools

Microsoft Office

Job description

Company Description

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.

Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers.

Job Description

Primary Functions

• End-to-End Resolution: Manage technical support inquiries via phone, email and online ticketing portals, ensuring all issues are researched, diagnosed, and resolved to the client's satisfaction within established SLAs.
• Technical Documentation: Maintain meticulous records of daily customer interactions, installation activities, and reported bugs, ensuring stakeholders are briefed on necessary follow-up actions.
• Systems Research: Proactively investigate recurring technical hurdles to provide long-term solutions and improve system reliability.
• Infrastructure Support: Perform remote troubleshooting, including Windows updates, firewall configurations, and software installation/uninstallation.
• Device & License Management: Oversee the health of hardware devices and manage the deployment of specialized equipment licensing.
• Incident Management: Utilize helpdesk ticketing systems to create, update, and track technical incidents through their entire lifecycle.

Daily Operations

• Handle both calls and emails
• Licensing for equipment
• Helpdesk Ticket Incident Creation / Update knowledge
• Remote troubleshooting
• Device Management
• Install/Uninstall software
• Windows update and firewall configuration

Qualifications

• Bachelor’s degree in information technology or related field
• Technical Proficiency:
  • IT Infrastructure: Strong grasp of Windows OS environments, network security (firewalls), and remote device. I probably just change "IT Infrastructure" to "Windows Operating System".
  • Software: Advanced knowledge of Microsoft Office for data analysis and report generation.
• Communication: Exceptional verbal and written communication skills; ability to collaborate effectively with both internal teams and external customers.
• Advanced knowledge on Microsoft Office and generate reports, if needed
• Excellent communication skills
• A goal-oriented "team player" with a keen eye for detail and the ability to navigate complex technical challenges.

Added Value

• Prior experience within the Automotive industry or supporting automotive-related software is highly advantageous.
• Previous experience with major ERP or ticketing systems such as SAP, Zendesk, or Salesforce.