Product Support Agent

2 days ago

Bengaluru, Karnataka, India Fenyes Engineered Technology Full time US$ 40,000 - US$ 80,000 per year

First Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building profitable, enduring growth among all our customers.

We have an immediate opening for a Technical Assistance Agent. (Automotive products) The primary function of this role is to drive customer satisfaction by corresponding with technicians, parts staff, and consumers by phone, e-mail, and live chat on matters such as cataloging, product specifications, troubleshooting mechanical difficulties, and other diagnostic inquiries.

Essential Duties & Responsibilities

  • Answer customer queries on technical or troubleshooting aspects of water, fuel, wiper, filter, brakes, lift supports & ignition products to include but not limited to the use of telephone, Live Chat messaging, email and other various technology.
  • Capture full call details & resolution using call handling database.
  • Utilize OE and Aftermarket Service Information Websites for assisting customers with diagnostic inquiries.
  • Maintain and work with in assigned department metrics.
  • Assist with supporting customers and documenting data for market analytics.
  • Help customers trouble-shoot technical situations and provide solid technical advice.
  • Develop strong product knowledge on Trico Group products and uses
  • Develop expertise on company systems and resources to accurately locate answers to questions and drive continuous system improvements.
  • Other duties and projects as assigned.

Education, Experience, and Skills

  • Mechanical/ Production Engineering degree.
  • Strong automotive knowledge required mechanic or technician work experience
  • Experience with Tier 1 suppliers, original equipment (OE) manufacturers, or major car service dealerships will be considered an advantage.
  • Proficient keyboarding skills required
  • Proficiency in using basic computer programs like excel and other database tools
  • Excellent communication skills with a high level of English proficiency. While not mandatory, IELTS or TOEFL certification is considered a plus.
  • Possess skills in on-line database platforms.
  • Ability to multitask and monitor multiple forms of communications while working on multiple computer screens and programs.
  • Be hardworking and motivated
  • US time zone : 5.30 pm. It works from the office.
  • Available to work one part-time Saturday per month

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