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Technical Solutions Rep III

Company Name:
CyberSearch, LTD

Technical Solutions Rep III
Pontiac, MI
12 months
11/hr w-2 all inclusive


GM Techline is an inbound call center that provides vehicle programming support to GM dealership service departments, fleet and aftermarket repair facilities in the United States, Canada, and Mexico.
The Technical Solutions Representative (TSR) is responsible for troubleshooting software, hardware and network issues, and resolving third party software conflicts.
Responsibilities
o Resolves simple to moderate hardware and software technical issues from incoming customer calls and emails.
o Responds to service, product, technical, and customer-relation questions on module programming, calibration specifications, and repairs on current GM products, parts, and accessories.
o Troubleshoots programming concerns related to GM and third party software updates.
o Interacts with engineering, brand quality and product development staff to troubleshoot issues and enhance product support.
o Uses standard protocol and documented processes to resolve issues.
o Works independently, managing inbound call volume, cases, and necessary follow-up.
Qualifications
Education and Experience Required
o Associate degree or equivalent
o Up to 6 months of prior general experience, or equivalent college level education required
o PC hardware and software troubleshooting
o Troubleshooting wireless routers/access points
Knowledge and Skills
o Networking Knowledge (TCP/IP Fundamentals)
o CompTIA A+ or Network + certifications are preferred, but not required
o Automotive knowledge/ experience desired but not required
o ASE and or State Certified
o Excellent written and verbal communication skills
o Experience in customer facing role, remote or on site
o Experience in technical support role to include complex concerns and problem solving.
o Computer proficiency with software applications (ex: Microsoft Office Suite, Java, Adobe Suite)
o Fluent in Spanish or French desired, but not required
o Experience in remote desktop troubleshooting
o Familiarity with computer technology and troubleshooting
o Strong work ethic
o Knowledgeable in call handling, call tracking, case management and logging

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