Automotive Software Product Support L1
Automotive Software Product Support L1
Posted on :
11-01-2025
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1 Vacancy
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Job Description
Job Role: Automotive Software Product Support L1
Location: Troy MI
Job Description:
- As a preassessment agent Level 1 Automotive Software Product Support you will be responsible to provide direct support to Client 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 (Overtheair) 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 email 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 inscope
- You should ensure seamless and frictionless issue closure with focus on the accurate and timely solution provided to the Technicians
- Review and validate TSRs (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
Qualifications:
- Graduate (4 years course) or equivalent experience
- 12 years of experience in Product Support and Technical Assistance
- Proficiency in automotive hardware and software systems with its functionality
Key Skills:
- Team oriented/team player
- Excellent critical and analytical thinking
- High attention to detail and high level of professionalism
- Proactive selfmotivated selfstarter minimal supervision
- Strong organizational time and workflow management skills
- 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 crossfunctional teams/stakeholders
Employment Type
Full Time
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