Connected Drive - Technical Support Specialist (TSS)

Bosch USA; Fort Lauderdale (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

An innovative company is looking for a Technical Support Specialist to join their dynamic team. In this entry-level role, you will provide exceptional support for BMW Connected Drive, leveraging your strong troubleshooting and diagnostic skills to assist customers effectively. You will work in a collaborative environment, ensuring that service requests are handled promptly and efficiently. This position offers a unique opportunity to grow within a leading global supplier, where your contributions will directly impact customer satisfaction and business success. If you're passionate about technology and customer service, this is the perfect opportunity for you!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k with company match

Tuition reimbursement

Paid time off

Flexible Spending Accounts

Short-term disability

Long-term disability

Life insurance

Qualifications

• 2-4 years of experience in a call center environment.
• Must have BMW Connected Drive Program experience.

Responsibilities

• Respond to service requests and resolve issues within set SLAs.
• Collaborate with team members to ensure timely resolutions.

Skills

Troubleshooting Skills

Diagnostic Skills

Customer Service

Technical Communication

Detail-oriented

Self-motivated

Education

Education in Computer Science or related field

Equivalent experience

Tools

CRM Software (Zendesk, Freshdesk, Jira)

Job description

Connected Drive - Technical Support Specialist (TSS)

2 days ago Be among the first 25 applicants

Company Description
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at www.boschservicesolutions.com.

Company Benefits:

• Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
• Time off: PTO, PAA (sick), paid company holidays
• Retirement: 401k and Roth IRA with company match
• Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
• Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
• Salary commensurate with market rates, Shift Differential Payment

Job Description
BMW Connected Drive is seeking a Technical Support Specialist (TSS) for a unique opportunity to work in our growing inter-departmental support area. This individual will possess strong troubleshooting and diagnostic skills related to computer and software technical issues. Team collaboration is a must, as this role will interact directly with our BMW Customer.

Responsibilities:

• Respond to service requests, incidents and reported issues within the set SLAs
• Field incoming requests made to the service desk via phone queue, e-mail, and ticketing system to ensure courteous, timely, and efficient resolution for the customer
• Resolve routine problems and escalate non-routine problems to the next tier level
• Work independently on resolving incidents and escalate complaints to upper management
• Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment
• Perform other related duties as assigned

Qualifications:

• 2-4 years of experience working in a call center environment
• BMW Connected Drive Program experience is a must (Training required as prerequisite if candidate is untrained in BMW Connected Drive)
• Excellent computer proficiency
• Results driven, detail-oriented with a commitment to providing high-quality support
• Ability to explain technical issues to technical and nontechnical customers
• Strong troubleshooting and diagnostic skills related to computer and software technical issues
• Self-motivated, self-disciplined work ethic. Must be able to work both collaboratively and independently
• Education in Computer Science or related field, or equivalent experience (negotiable)
• Familiarity with CRM or ticket management software like Zendesk, Freshdesk, or Jira

Additional Information:
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at www.boschservicesolutions.com.

All your information will be kept confidential according to EEO guidelines.
BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives.
Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service
• Industries: Security Systems Services