Job Title

Who We Are: 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 techniciansProvide enhanced rapid response to Product Support and Software Technical Service Support Our teams principle is to put integrity in everything we do, which is supported by our HCL valuesOur culture of fostering creativity, valuing diversity, encouraging ideas and an all-embracing workforce team keeps us competitive and provides equal opportunities for allWe 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.About HCL:Over the past decade, HCL has been one of the fastest growing technology companies in the world. What has been the source of HCLs 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.Work life balance is one of the best reasons employees prefer working for HCL. Being considered as one of the best tech companies globally; employees believe that the HCL's brand name not only opens up the world of opportunities but also adds value to their professional career.Qualifications:Graduate (4 years course) or equivalent experience1-2 years of experience in Product Support and Technical AssistanceCanadian French and English excellent bilingual communicationProficiency 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 timesExperience in working and managing communications, with multiple cross-functional teams/stakeholdersKey Skills:Team oriented/team playerExcellent critical and analytical thinkingCustomer service with min.1-2 yrs experienceHigh attention to detail, and high level of professionalismProactive, self-motivated, self-starter, minimal supervisionStrong organizational, time and workflow management skillsJob Description:As a Pre-Assessment Agent for Automotive Software Product Support, you will be responsible for transaction monitoring, reporting & review, dealerships for diagnostic software and hardware issues related to specific vehicle modules and systems, to supplement the escalation process through the Technical Assistance CenterSeek 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 DepartmentProvide initial response to the dealers, acknowledging the issueProvide a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) systemSimple to complex issues handling inquiries from the dealers and technicians with high accuracy and efficiencyYou 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 TechniciansReview and validate TSRs (Technical Service Requests) from dealers/technicians including validating issue related historical data and information in client systemsEscalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targetsRespond and act in a timely professional manner any escalations received