Pre-Assessment Agent

4 weeks ago

Nova Scotia NS, Canada HCLTech Full time

About the RoleAs a Pre-Assessment Agent for Automotive Software Product Support, you will play a critical role in assisting dealerships with diagnostic software and hardware issues related to vehicle modules and systems. You will provide initial responses, troubleshoot issues, and ensure timely resolutions while maintaining compliance with company standards. Key Responsibilities• Monitor transactions, review reports, and assist dealerships with diagnostic software/hardware issues.• Provide initial acknowledgment and solutions to dealers and technicians via phone, email, and GTAC system.• Handle inquiries ranging from simple to complex with accuracy and efficiency.• Validate Technical Service Requests (TSRs) and historical data in client systems.• Escalate unresolved issues promptly and professionally to Level 2 Agents or relevant departments (Engineering, Quality, OTA, Customer Service).• Ensure compliance with company policies and SLA targets.• Learn and process all in-scope software systems and related hardware.• Maintain proactive communication and seamless issue closure for technicians. Required Qualifications• Bachelor's degree (4-year course) or equivalent experience.• 1-2 years' experience in Product Support and Technical Assistance.• Excellent bilingual communication skills (Canadian French & English).• Strong knowledge of automotive hardware and software systems.• Experience handling complaints and delivering outstanding customer service.• Ability to work with multiple cross-functional teams and stakeholders. Key Skills• Automotive hardware/software proficiency.• Customer service and complaint resolution.• Critical and analytical thinking.• Team collaboration and communication.• High attention to detail and professionalism.• Proactive, self-motivated, and organized.

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