Customer & Technical Support Associate (Automotive)

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

• 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.

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