Automotive agent - call center

THIS IS A 100% IN-PERSON ROLE:

3 years of experience in Product Support and Technical Assistance

Proficiency in automotive hardware and software systems with its functionality

ASE Certifications:

• Electric & Electronic Systems
• Mechanical & Electrical Components
• Auto Maintenance & Light Repair

● 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

● 3 years of experience in Product Support and Technical Assistance

● 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

● Reading wiring diagrams

● Reading repair manuals

● Trouble shooting electrical faults

● Use of multi-meter and power-probe

● Use of oscilloscope

● Use of scan tool/laptop

● Ability to pin out wiring harness

● Ability to trace wiring harness

● Understanding of DTCs type and hierarchy

● Use of live data and PIDS

● Effective verbal and written communication

● Windows/Microsoft word, excel

We are a group of highly motivated and dynamic individuals supporting a leading Global Automotive Manufacturer for its vehicle software related repairs for dealers and technicians

Provide enhanced rapid response to Product Support and Software Technical Service Support

Our team’s principle is to put integrity in everything we do, which is supported by our HCL values

Our culture of fostering creativity, valuing diversity, encouraging ideas and an all-embracing workforce team keeps us competitive and provides equal opportunities for all

We invest in building long lasting relationships with our employees, as we champion a people first culture from within, and support their development and progression in the organization.

Over the past decade, HCL has been one of the fastest growing technology companies in the world.

What has been the source of HCL’s success? A combination of unparalleled technical expertise and a unique management philosophy called Employees First.

At HCL, employees at all levels of the organization are “Ideapreneurship,” empowered – to develop innovative solutions to operational and customer challenges. As a global company and G2000 organization, HCL Technologies brings IT and engineering services expertise under one roof to solve complex business problems for its clients.

Pay and Benefits Pay Range Minimum: $23.00 per hour

Pay Range Maximum: $30.00 per hour

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role may be eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Job Type: Contract

Pay: $23.00 - $30.00 per hour

Benefits:

• Paid training

Language:

• English fluently (Required)

License/Certification:

• ASE A6 Electrical/Electronic Systems Certification (Required)
• Mechanical & Electrical Components Certification (Required)
• Auto Maintenance & Light Repair Certification (Required)

Ability to Commute:

• Farmington, MI 48331 (Required)

Work Location: In person