What are the responsibilities and job description for the Connected Drive - Technical Support Specialist (TSS) position at Bosch?
Job Description
BMW Connected Drive is seeking a Technical Support Specialist (TSS) for a unique opportunity to work in our growing inter-departmental 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.
Responsibilities
Respond to service requests, incidents and reported issues within the set SLAs
Field incoming requests made to the service desk via phone queue, e-mail, and ticketing system to ensure courteous, timely, and efficient resolution for the customer
Resolve routine problems and escalate non-routine 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
2-4 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, detail-oriented with a commitment to providing high-quality support.
Ability to explain technical issues to technical and nontechnical customers
Strong troubleshooting and diagnostic skills related to computer and software technical issues
Self-motivated, self-disciplinedwork 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 9,000 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 work authorized individuals only. Future sponsorship for work authorization is not available.
