Role: Bilingual Preassessment Advisor Location: Remote
Mode: Contract
As a Pre Assessment Agent for Automotive Software Product Support, you will be responsible for transaction monitoring, reporting & review, 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 (Over-the-air) 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, e-mail 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 in-scope
You should ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the Technicians
Review and validate TSR's (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
Graduate (4 years course) or equivalent experience
1-2 years of experience in Product Support and Technical Assistance
Canadian French and English excellent bilingual communication
Proficiency in automotive hardware and software systems with its functionality
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 cross-functional teams/stakeholders
Team oriented/team player
Excellent critical and analytical thinking
Customer service with min.1-2 yrs experience
High attention to detail, and high level of professionalism
Proactive, self-motivated, self-starter, minimal supervision
Strong organizational, time and workflow management skills