Technical Support Representative (Automotive)

Main responsibilities

• Respond to all customer contact or inquiries (including phone calls, voice-mail, e-mail, text, etc.) with professional courtesy on the same day as received. Provide telephone support to resolve installation and product performance issues.
• Determine whether a customer inquiry should be handled by the technical support group, customer service group per company guidelines, or if assistance is needed from engineering, installation or sales team. Refer calls accordingly. Keep customers updated of status of the issue.
• Follow up and track the progress of each call until it is resolved, even if the issue has been referred to another team member or department.
• Ensure that all required and pertinent information to investigate the issue is acquired from the customer during the initial contact.
• Thoroughly investigate each claim per established procedure to determine its validity is correct. Enlist assistance and expertise from other team members and/or departments as needed.
• Record all information regarding the customer and the issue in our CRM. This includes discussions with customer, attempted contacts of customer, all internal discussions regarding the issue, and final resolution.
• Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, correct address and appropriate freight amount.

• Minimum of one year's experience in an in-house automotive technical support service environment, including phone support. Or a combination of 1+ year's experience in an in-house service environment + mechanical and technical knowledge of gasoline and/or diesel engines including knowledge of automotive electrical circuitry.
• Solid work ethic. Ability to maintain concentration while on the phone for 6-8 hours per day.
• Possess outstanding diagnostic and problem-solving skills. Experience working with vehicle diagnostic trouble codes and how to diagnose them to correct an issue.
• Ability to handle and prioritize multiple calls and tasks simultaneously.
• Ability to work in a team-oriented environment and adapt to new ideas/practices quickly.

Visa sponsorship is not available for this position.