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.