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.