Automotive Technical Support Agent

Akkodis is seeking multiple Automotive Technical Support Agents for FULLY REMOTE work (or in Plymouth, MI).

• Rate: $23.00 per hour; The rate may be negotiable based on experience, education, geographic location, and other factors.
• Location: REMOTE (or in Plymouth, MI)
• Position starting in late May or early June.

Task description

As a Level 1 Remote Diagnostics agent, you will be responsible for providing prompt, professional support to internal and external customers in response to a variety of remote diagnostic sessions. Agents will remotely perform Pre-Scans, ADAS Calibrations and Post Scans of Automotive Diagnostic Systems to assist in the proper repair and function of customer vehicles.

• Provide remote assistance to customers using the company Products including, reading/clearing and analyzing Diagnostics Trouble Codes (DTC), module programming, Module Configurations, Advance Driver Assistance System (ADAS) Calibrations and Diagnostic Trouble Shooting.
• Escalate necessary tickets or issues to level 2 Remote Diagnostic Agents or Remote Diagnostic Coordinator for direction or resolution.
• Work internally and with the Remote Diagnostic Coordinator and Service Manager to ensure customer Satisfaction.
• Opening, Tracking, and Closing tickets within the company Ticking and Tracking Systems; ensures problem ownership and promotes end-user satisfaction
• Communication with customer using available tools: Chat and RDS Hardware Utilizing OE software to provide Diagnostic Service

Requirements:

• Prior experience in Automotive Troubleshooting and Repair.
• Analytical skills to understand issues in vehicles in a remote environment.
• Basic computer skills (MS Office, Data Entry, etc)
• Ability to understand and then describe complex circumstances to customers with varied levels of technical understanding.
• Communications skills for technical repair hotline- both oral and written skills.
• High level of customer orientation.
• Friendly, Professional and pleasing messaging/chat tone.
• Friendly and pleasing telephone voice, flexibility and telephone experience in a Call Center environment.
• Active listening skills
• Active Reading skills
• Readiness of mind/ Quick comprehension
• Flexibility in terms of time.
• Automotive Certification, Automotive Training or demonstrated equivalent work experience
• Proficient on OE or Aftermarket Diagnostic Scan Tools on procedures and capabilities.
• Familiarity with OE software is preferred.
• Ability to read, interpret and document automotive repair/service information and technical service bulletins (TSB)
• Automotive Trouble Shooting with Problem Solving Capabilities.
• Excellent oral and written communication skills that could explain findings to other technicians or to nontechnical clients
• Positive attitude, self-starter, ability to work independently and has a strong motivational drive.
• Basic understanding on light duty automotive systems such as the systems listed below.
• Engine Management System
• Safety systems such as
• ADAS
• Trailer Systems
• Safety Restraint Systems (SRS)
• Electrical Diagnostics
• Braking Systems
• Steering and Suspension Systems
• Basic Understanding of the process of reprogramming/flashing of automotive ECUs.

Shift Options (Monday–Saturday Coverage)

Schedules are fixed 40 hours/week (no overtime), with the following shift windows:

• 7:30 AM – 4:00 PM
• 9:00 AM – 5:30 PM
• 10:00 AM – 6:30 PM
• 1:00 PM – 9:30 PM
• *Candidates must be open to occasional Saturday shifts

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance