Job Summary
Provide initial response to the dealers, acknowledging the issue
• Leverage OEM remote diagnostic tools and processes, including workflows, repair
manuals, and knowledge articles
• Provide a solution to the dealers and technicians over the phone and through a proprietary
ticketing portal
• Ensure seamless and friction-less issue closure with focus on the accurate and timely
solution provided to the technicians
• Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support
from and liaise with other Client departments concerned with diagnosis, primarily
Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department.
• 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
Key Responsibilities
Provide initial response to the dealers, acknowledging the issue
• Leverage OEM remote diagnostic tools and processes, including workflows, repair
manuals, and knowledge articles
• Provide a solution to the dealers and technicians over the phone and through a proprietary
ticketing portal
• Ensure seamless and friction-less issue closure with focus on the accurate and timely
solution provided to the technicians
• Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support
from and liaise with other Client departments concerned with diagnosis, primarily
Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department.
• 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
Skill Requirements
Able to work shifts within our hours of operation:
o Monday: Friday, 8:30 AM – 8:00 PM ET
o Saturday: 8:30 AM – 5:00 PM ET
• Basic level automotive diagnostic and troubleshooting experience
• Comfort with Microsoft Office applications and (Intermediate typing skills (~25 WPM).
• Multitasking in a fast-paced digital environment
• Attention to detail in capturing case information in a digital environment.
• Being able to think critically about a customer's complaint and identify solutions based on
SOPs and process guidelines.
• Customer service experience. The ability to truly understand customers to strive for providing
great service.
• Clear communication skills. The ability to communicate clearly when working with customers.
Good writing with the ability to convey nuance. Usage of complete sentences and proper
grammar.
• High school diploma or equivalent
Preferred
• A love of cars
• Previous automotive diagnostic experience
• One or more years of contact support center experience