Job Description

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

:

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

Job Type: Full-time

Pay: $25.00-$27.00 per hour

Benefits:

Dental care Extended health care
Language:

French (required)
Work Location: Remote