Roles & Responsibilities :
The candidate will be responsible for L1 level based Voice/Non-Voice Help desk support for providing technical assistance and support related to automotive systems, software, and hardware within the BOSCH group. The individual must possess the basic skills / abilities and demonstrate that she/he can perform the essential functions.
Key Duties:
路 Technical Assistance & Communication:
o Provide multi-channel technical support via telephone, email, and chat to resolve customer and technician inquiries.
o Articulate diagnostic findings and recommended courses of action with clarity and precision.
o Address all customer questions and concerns with professionalism and timeliness, ensuring a high standard of service.
路 Advanced Diagnostics & Problem-Solving:
o Employ advanced diagnostic tools and proprietary software to remotely identify and analyze complex automotive system issues.
o Analyze and interpret diagnostic data to accurately determine root causes of vehicle malfunctions.
o Methodically guide technicians through complex troubleshooting procedures and repair processes.
o Identify and resolve sophisticated software, hardware, and network connectivity problems impacting diagnostic equipment.
路 Case Management & Documentation:
o Meticulously document all customer interactions, diagnostic steps, and resolutions within the designated helpdesk system (C4C).
o Manage and track diagnostic support cases from initial contact through to final resolution.
路 Collaboration & Quality Assurance:
o Collaborate effectively with workshop technicians, engineering teams, and other internal departments to escalate and resolve complex, multi-faceted issues.
o Manage customer complaints efficiently, ensuring thorough follow-through to achieve complete resolution and maintain high levels of customer satisfaction.
o Consistently deliver high-quality support to uphold and enhance customer satisfaction and brand loyalty.