Job Description

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 technicians

Provide enhanced rapid response to Product Support and Software Technical Service Support

Our team’s principle is to put integrity in everything we do, which is supported by our HCL values

Our culture of fostering creativity, valuing diversity, encouraging ideas and an all-embracing workforce team keeps us competitive and provides equal opportunities for all

We 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 HCL’s 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 experience
• 1-2 years of experience in Product Support and Technical Assistance
• Canadian French and English excellent bilingual communication
• Proficiency 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 times
• Experience in working and managing communications, with multiple cross-functional teams/stakeholders

Key Skills:

• Team oriented/team player
• Excellent critical and analytical thinking
• Customer service with min.1-2 yrs experience
• High attention to detail, and high level of professionalism
• Proactive, self-motivated, self-starter, minimal supervision
• Strong organizational, time and workflow management skills

Job 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 Center
• Seek 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 Department
• Provide initial response to the dealers, acknowledging the issue
• Provide a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) system
• Simple to complex issues handling inquiries from the dealers and technicians with high accuracy and efficiency
• You 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 Technicians
• Review and validate TSR’s (Technical Service Requests) from dealers/technicians including validating issue related historical data and information in client systems
• Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets
• Respond and act in a timely professional manner any escalations received

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