What are the responsibilities and job description for the Connected Drive - Technical Support Specialist TSS position at Bosch Group?
BMW Connected Drive is seeking a Technical Support Specialist (TSS) for a unique opportunity to work in our growing interdepartmental support area. This individual will possess strong troubleshooting and diagnostic skills related to computer and software technical issues. Team collaboration is a must as this role will interact directly with our BMW Customer.
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Responsibilities
Respond to service requests incidents and reported issues within the set SLAs
Field incoming requests made to the service desk via phone queue email and ticketing system to ensure courteous timely and efficient resolution for the customer
Resolve routine problems and escalate nonroutine problems to the next tier level
Work independently on resolving incidents and escalate complaints to upper management
Collaborate with team members to resolve issues where appropriate and contribute to a friendly helpful environment
Performs other related duties as assigned
Qualifications : xa0;
24 years of experience working in a call center environment
BMW Connected Drive Program experience is a must (Training required as prerequisite if candidate is untrained in BMW Connected Drive)
Excellent computer proficiency
Results driven detailoriented with a commitment to providing highquality support.
Ability to explain technical issues to technical and nontechnical customers
Strong troubleshooting and diagnostic skills related to computer and software technical issues
Selfmotivated selfdisciplinedwork ethic. Must be able to work both collaboratively and independently
Education in Computer Science or related field or equivalent experience (negotiable)
Familiarity with CRM or ticket management software like Zendesk Freshdesk or Jira.
Additional Information :
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9000 associates at 27 locations support national and international customers in more than 35 languages primarily from the automotive travel and transportation and logistics sectors. More information is available at
All your information will be kept confidential according to EEO guidelines.
BOSCH is a proud supporter of STEM (Science Technology Engineering & Mathematics) Initiatives
FIRST Robotics (For Inspiration and Recognition of Science and Technology)
AWIM (A World In Motion)
Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.
Remote Work : Employment Type :
Fulltime
Key Skills
Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications
Vacancy : 1
About Company : Bosch Group
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at benefits are eligible from Day 1 of employment, includes but not limited to the following :
- Health and Wellness : Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
- Time off : PTO, PAA (sick), paid company holidays
- Retirement : 401k and Roth IRA with company match
- Company paid benefits : Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
- Additional Benefits : Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
- Salary commensurate with market rates, Shift Differential Payment
