Connected Drive - Technical Support Specialist (TSS)

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at ;br>
Company benefits are eligible from Day 1 of employment, includes but not limited to the following:

• Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
• Time off: PTO, PAA (sick), paid company holidays
• Retirement: 401k and Roth IRA with company match
• Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
• Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
• Salary commensurate with market rates, Shift Differential Payment

Job Description

BMW Connected Drive is seeking a Technical Support Specialist (TSS) for a unique opportunity to work in our growing inter-departmental support area. This individual will possess strong troubleshooting and diagnostic skills related to computer and software technical issues. Team collaboration is a must, as this role will interact directly with our BMW Customer.

Responsibilities

• Respond to service requests, incidents and reported issues within the set SLAs

• Field incoming requests made to the service desk via phone queue, e-mail, and ticketing system to ensure courteous, timely, and efficient resolution for the customer

• Resolve routine problems and escalate non-routine problems to the next tier level

• Work independently on resolving incidents and escalate complaints to upper management

• Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment

• Performs other related duties as assigned

Qualifications

• 2-4 years of experience working in a call center environment

• BMW Connected Drive Program experience is a must (Training required as prerequisite if candidate is untrained in BMW Connected Drive)

• Excellent computer proficiency

• Results driven, detail-oriented with a commitment to providing high-quality support.

• Ability to explain technical issues to technical and nontechnical customers

• Strong troubleshooting and diagnostic skills related to computer and software technical issues

• Self-motivated, self-disciplinedwork ethic. Must be able to work both collaboratively and independently

• Education in Computer Science or related field, or equivalent experience (negotiable)

• Familiarity with CRM or ticket management software like Zendesk, Freshdesk, or Jira.

Additional Information

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at ;br>
All your information will be kept confidential according to EEO guidelines.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

FIRST Robotics (For Inspiration and Recognition of Science and Technology)

AWIM (A World In Motion)

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.