Description:

• 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

Qualification:

• 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

Key Skills:

• 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