Job Summary
As a member of the Virtual Automotive Diagnostic Support team, you will provide direct support to original equipment manufacturer (OEM) automotive dealership technicians from our office in Farmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and systems. You will supplement the escalation process through the OEM’s technical assistance center. You will also:
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
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
As a member of the Virtual Automotive Diagnostic Support team, you will provide direct support to original equipment manufacturer (OEM) automotive dealership technicians from our office in Farmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and systems. You will supplement the escalation process through the OEM’s technical assistance center. You will also:
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
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:
Monday: Friday, 8:30 AM – 8:00 PM ET
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 serviceservice.
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
Able to work shifts within our hours of operation:
Monday: Friday, 8:30 AM – 8:00 PM ET
Saturday: 8:30 AM – 5:00 PM ET
Preferred
A love of cars
Previous automotive diagnostic experience
One or more years of contact support center experience