Technical Support Role (4-12 yrs)
Technical Support - Chinese Language
Duties and Responsibilities :
- First Brands Group is looking for a remote technical hotline agent to provide excellence in customer care. Techline agents will drive customer satisfaction by corresponding with technicians, parts staff, and retail customers by phone, e-mail, and live chat on matters involving automotive parts look-up by application, parts look-up by specification, and part number cross-referencing. Candidates should expect 90% of communication to be done in fluent English.
Main Job Tasks and Responsibilities :
- Answer customer queries on parts application and fitment in aspects of water, fuel, wiper, filter, brakes, lift supports & ignition products to include but not limited to the use of telephone, Live Chat messaging, email, and other various technology.
- Capture full call details & resolution using call handling database.
- Maintain and work with-in assigned department metrics.
- Assist with supporting customers and documenting data for market analytics.
- Develop strong product knowledge on First Brands Group products and uses
- Develop expertise on company systems and resources to accurately locate answers to questions and drive continuous system improvements.
Requirements :
Education and Experience :
- Strong communication skills (English & Chinese is a must)
- Some automotive knowledge required (parts counter work experience or similar)
- Proficient keyboarding skills required
- Proficiency in using basic computer programs
- Possess skills in on-line database platforms.
- Ability to multitask and monitor multiple forms of communications while working on multiple computer screens and programs.
- Be hardworking and motivated
- Available to work one part-time Saturday per month
- This job description is not all-inclusive.
- Position will require other duties and requirements as assigned by management.
