Connected Drive - Technical Support Specialist (TSS)

Bosch Group; Pembroke Pines (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Specialist, where your troubleshooting and diagnostic skills will shine. In this dynamic role, you will provide high-quality support to BMW customers, ensuring timely resolution of technical issues. Collaborate with a dedicated team while working independently to tackle challenges in a fast-paced environment. With a commitment to excellence and a passion for technology, you will contribute to an innovative company that values STEM initiatives. This is your chance to make a significant impact in the automotive industry and grow your career with a global leader.

Qualifications

• 2-4 years of experience in a call center environment is required.
• Must have BMW Connected Drive Program experience or be willing to train.

Responsibilities

• Respond to service requests and resolve issues within SLAs.
• Field incoming requests via phone, email, and ticketing system.

Skills

Troubleshooting skills

Diagnostic skills

Customer service skills

Technical communication

Self-motivation

Detail-oriented

Education

Education in Computer Science

Equivalent experience

Tools

CRM software

Ticket management software

Zendesk

Freshdesk

Jira

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

1. Respond to service requests, incidents and reported issues within the set SLAs
2. 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
3. Resolve routine problems and escalate non-routine problems to the next tier level
4. Work independently on resolving incidents and escalate complaints to upper management
5. Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment
6. Perform other related duties as assigned

Qualifications

1. 2-4 years of experience working in a call center environment
2. BMW Connected Drive Program experience is a must (Training required as prerequisite if candidate is untrained in BMW Connected Drive)
3. Excellent computer proficiency
4. Results driven, detail-oriented with a commitment to providing high-quality support.
5. Ability to explain technical issues to technical and nontechnical customers
6. Strong troubleshooting and diagnostic skills related to computer and software technical issues
7. Self-motivated, self-disciplined work ethic. Must be able to work both collaboratively and independently
8. Education in Computer Science or related field, or equivalent experience (negotiable)
9. 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.

FIRST Robotics (For Inspiration and Recognition of Science and Technology).

AWIM (A World In Motion).

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.