Technical Agent (Bilingual English)

Technical Agent (Bilingual English) The Technical Agent in the support center is responsible for providing end-to-end (E2E) technical support to clients by handling client inquiries via phone calls, e-mail, and chat. Business hours are Monday to Friday, 9 AM – 7 PM, in 8-hour shifts. In detail, the agent performs the following tasks and drives E2E client resolution by service request: Non-Technical Tasks: Regular communication with clients (via phone, chat, and e-mail). Call entry. Routing/escalation to engineers. Handling client complaints. Handling other client service requests. Technical Tasks: Problem determination/problem source identification. Standard resolution processing and action plan creation. Repair request creation. Problem management. Remote diagnostic tests/logs. Required Technical and Professional Expertise: Client-focused. Fluency in English – verbal and written. Good communication and team-working skills. Ability to coordinate multiple tasks, with a flexible and productive working style. Self-motivated and driven individual. Strong rigor and autonomy. Preferred Technical and Professional Expertise: Previous client handling/facing experience is preferred. Previous call center experience is preferred. Technical call center experience. Automotive repair/knowledge.