Customer & Technical Support Associate (Automotive)

Primary Functions
End-to-End Resolution: Manage technical support inquiries via phone, email and online ticketing portals, ensuring all issues are researched, diagnosed, and resolved to the client's satisfaction within established SLAs.
Technical Documentation: Maintain meticulous records of daily customer interactions, installation activities, and reported bugs, ensuring stakeholders are briefed on necessary follow-up actions.
Systems Research: Proactively investigate recurring technical hurdles to provide long-term solutions and improve system reliability.
Infrastructure Support: Perform remote troubleshooting, including Windows updates, firewall configurations, and software installation/uninstallation.
Device & License Management: Oversee the health of hardware devices and manage the deployment of specialized equipment licensing.
Incident Management: Utilize helpdesk ticketing systems to create, update, and track technical incidents through their entire lifecycle.
Daily Operations
Handle both calls and emails
Licensing for equipment
Helpdesk Ticket Incident Creation / Update knowledge
Remote troubleshooting
Device Management
Install/Uninstall software
Windows update and firewall configuration
Bachelor’s degree in information technology or related field
Technical Proficiency:
IT Infrastructure: Strong grasp of Windows OS environments, network security (firewalls), and remote device. I probably just change "IT Infrastructure" to "Windows Operating System".
Software: Advanced knowledge of Microsoft Office for data analysis and report generation.
Communication: Exceptional verbal and written communication skills; ability to collaborate effectively with both internal teams and external customers.
Advanced knowledge on Microsoft Office and generate reports, if needed
Excellent communication skills
A goal-oriented "team player" with a keen eye for detail and the ability to navigate complex technical challenges.
Added Value:
Prior experience within the Automotive industry or supporting automotive-related software is highly advantageous.
Previous experience with major ERP or ticketing systems such as SAP, Zendesk, or Salesforce.

Employment type
Full-time

Work arrangement
Hybrid