Automotive Technical Support / Troubleshooting

TEKsystems • Anaheim, CA

378d • $58,240 - $62,400

About The Position

Waev Inc is seeking a Technical Service Support to join their dynamic Technical Service team. This role focuses on providing comprehensive post-sales vehicle technical service support to dealers and customers, involving case management, processing, follow-up, reporting, and internal coordination to ensure efficient resolution of technical issues.

Requirements

• Proven experience in a technical support or customer service role.
• Strong understanding of computer hardware, software, and networking concepts.
• Proficiency in troubleshooting technical issues and providing solutions.
• Excellent communication skills, both written and verbal.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Customer-focused with a passion for delivering exceptional service.
• Experience using CRM systems or helpdesk software is a plus.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are desirable.

Nice To Haves

• Service Writers from auto dealerships have worked out well.
• Bachelor's degree in Information Technology, Computer Science, or related field preferred. NOT A MUST HAVE.

Responsibilities

• Manage and process technical service cases from initiation to resolution, ensuring all necessary information is accurately recorded and tracked.
• Conduct follow-up communication with dealers and customers via phone and email to gather additional information, provide updates, and ensure customer satisfaction.
• Generate departmental reports on case status, trends, and performance metrics for review by management.
• Coordinate internally with technical service engineers and other departments to facilitate timely resolution of technical issues and customer concerns.
• Assist in the development and implementation of process improvements to enhance the efficiency and effectiveness of technical service operations.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Manage customer accounts, including updating contact information and processing service requests.
• Collaborate with cross-functional teams to ensure timely resolution of customer issues.
• Identify opportunities for process improvements and provide feedback to the management team.
• Stay updated on product features, updates, and industry trends to better assist customers.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees