Analyst (Non-Voice)

Job Summary

• Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles
• Act as the highest onsite point of contact for technical questions for your assigned team and provide advanced technical troubleshooting, in coordination with OEM level 2 and level 3 engineering team on repair guidance and process enhancements
• Ability to deescalate dealer technicians when disagreements arise
• Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians
• Seek support from and liaise with other cross-functional teams concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air)
• Provide insights in a timely and professional manner on any issues that prevent the completion of tasks and achievement of SLA and targets
• Respond and act in a timely professional manner to any critical client communications
• Proactive coordination of multiple ticketing environments

Key Responsibilities

• Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles
• Act as the highest onsite point of contact for technical questions for your assigned team and provide advanced technical troubleshooting, in coordination with OEM level 2 and level 3 engineering team on repair guidance and process enhancements
• Ability to deescalate dealer technicians when disagreements arise
• Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians
• Seek support from and liaise with other cross-functional teams concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air)
• Provide insights in a timely and professional manner on any issues that prevent the completion of tasks and achievement of SLA and targets
• Respond and act in a timely professional manner to any critical client communications
• Proactive coordination of multiple ticketing environments

Skill Requirements

Able to work shifts within our hours of operation:
o Monday: Friday, 8:30 AM – 8:00 PM ET
o Saturday: 8:30 AM – 5:00 PM ET

• Basic level automotive diagnostic and troubleshooting experience
• Comfort with Microsoft Office applications and (Intermediate typing skills (~25 WPM).
• Multitasking in a fast-paced digital environment
• Attention to detail in capturing case information in a digital environment.
• Being able to think critically about a customer's complaint and identify solutions based on
• SOPs and process guidelines.
• Customer service experience. The ability to truly understand customers to strive for providing
  great service.
• Clear communication skills. The ability to communicate clearly when working with customers.
  Good writing with the ability to convey nuance. Usage of complete sentences and proper
  grammar.
• High school diploma or equivalent
• Preferred
• A love of cars
• Previous automotive diagnostic experience
• One or more years of contact support center experience

Other Requirements

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