Customer & Technical Support Associate (Automotive)

Joinimagine; Taguig; On-site; PHP 391,000 - 614,000; Full time

Job summary

Bosch Service Solutions Inc. in Manila seeks a skilled IT Helpdesk professional to resolve technical issues via phone, email, and portals while meeting SLAs. You will document interactions, installations, and reported bugs for clear follow-up actions.

The role emphasizes remote troubleshooting, Windows updates, firewall configurations, and device licensing management, focusing on accuracy, collaboration, and long-term system reliability.

Qualifications

• Bachelor’s degree in information technology or related field.
• Proficiency in Windows OS, firewall management, and remote device support.
• Advanced knowledge of Microsoft Office for data analysis and reporting.
• Strong written and verbal communication; teamwork.
• Experience with ERP or ticketing systems is a plus.

Responsibilities

• Resolve technical inquiries via phone, email and portals within SLAs.
• Document daily interactions, installations, and bugs with clear follow-up actions.
• Investigate recurring issues to improve system reliability.
• Perform remote troubleshooting, including Windows updates and firewall config.
• Manage device health and licensing for equipment.
• Create and update helpdesk incidents through the lifecycle.

Skills

Windows Operating System

Network security

Remote device management

Microsoft Office

Communication

Team collaboration

Attention to detail

Problem solving

Education

Bachelor’s degree in information technology

Tools

SAP

Zendesk

Salesforce

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.