Technical Service Rep - Luxury Automotive

TTEC-posted 11 months ago

Full-time • Entry Level

Mahwah, NJ

5,001-10,000 employees

Administrative and Support Services

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As a Technical Service Representative supporting Jaguar Land Rover in Mahwah, NJ, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. This position is the initial contact for Jaguar Land Rover (JLR) Dealership personnel that will field customer inquiries and provide an accurate and timely response to the customer. You will be responsible for providing support and troubleshooting skills for Jaguar Land Rover dealerships experiencing problems or having questions regarding networks, software, and applications. The role requires a dynamic blend of technical expertise and customer service savvy.

Perform all Business Analyst responsibilities with consistent reliability.
Accurately respond to customer questions regarding JLR applications.
Troubleshoot application and/or PC compatibility errors related to JLR applications.
Troubleshoot connectivity issues related to accessing JLR software and applications.
Perform access related tasks and password resets for various JLR applications.
Travel to JLR dealerships for set up, training, and installations.
Interface with business partners related to ongoing issues or special projects.
Correctly diagnose customer issues requiring escalation to other support groups or JLR departments.
Follow up on reported issues until resolution.
Consistently produce detailed documentation on all customer interactions.
Initiate outbound contacts as appropriate.
Utilize available resources to respond to internal and external customer inquiries.
Help identify process improvements and best practices for the team.
Identify and report all concerns regarding the program to the Team Leader.
Meet or exceed performance expectations.
Adhere to, and support all Percepta and client ISO, Quality Systems, Q1 initiatives and company policies and procedures.
Attend and participate in team meetings.
Act as a mentor to less experienced teammates, including training new team members and demonstrating leadership capabilities.
Complete additional tasks and projects as needed.
Complete mandatory JLR training as needed.

High school diploma required; college degree preferred.
Knowledge of Windows Environment, Microsoft Office Suite, and the Internet.
Customer service experience.

General PC & networking skills preferred.
Excellent customer service ability.
Ability to maneuver through various systems to provide accurate information.
Displays professionalism and positive attitude.
Ability to effectively communicate with customers, managers, and co-workers.
Strong written and oral communications skills.
Good time management and organizational skills.
Willingness to take on new assignments.
Excellent reliability and attendance.
Ability to multi-task.

Full paid training and equipment provided.
Pay rate of $22.00 per hour.
Training and Development Programs (Percepta College).
Employee Rewards Program (Perci Perks).

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Technical Service Rep - Luxury Automotive

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