Customer & Technical Support Associate - Automotive

Job Description

Primary Functions

• End-to-End Resolution: Manage technical support inquiries via phone, email and online ticketing portals, ensuring all issues are researched, diagnosed, and resolved to the client's satisfaction within established SLAs.
• Technical Documentation: Maintain meticulous records of daily customer interactions, installation activities, and reported bugs, ensuring stakeholders are briefed on necessary follow-up actions.
• Systems Research: Proactively investigate recurring technical hurdles to provide long-term solutions and improve system reliability.
• Infrastructure Support: Perform remote troubleshooting, including Windows updates, firewall configurations, and software installation/uninstallation.
• Device & License Management: Oversee the health of hardware devices and manage the deployment of specialized equipment licensing.
• Incident Management: Utilize helpdesk ticketing systems to create, update, and track technical incidents through their entire lifecycle.

Daily Operations

• Handle both calls and emails
• Licensing for equipment
• Helpdesk Ticket Incident Creation / Update knowledge
• Remote troubleshooting
• Device Management
• Install/Uninstall software
• Windows update and firewall configuration

Qualifications

• Bachelor’s degree in information technology or related field
• Technical Proficiency:
  • IT Infrastructure: Strong grasp of Windows OS environments, network security (firewalls), and remote device. I probably just change "IT Infrastructure" to "Windows Operating System". 
  • Software: Advanced knowledge of Microsoft Office for data analysis and report generation.
• Communication: Exceptional verbal and written communication skills; ability to collaborate effectively with both internal teams and external customers.
• Advanced knowledge on Microsoft Office and generate reports, if needed
• Excellent communication skills
• A goal-oriented "team player" with a keen eye for detail and the ability to navigate complex technical challenges.

Added Value:

• Prior experience within the Automotive industry or supporting automotive-related software is highly advantageous.
• Previous experience with major ERP or ticketing systems such as SAP, Zendesk, or Salesforce.

Additional Information

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.