Infotainment Agent Job in Austin, Texas US
SPECIFIC REQUIREMENTS
Are you fascinated with today's technology and the latest advancements in the automotive industry? If so, we have an exciting opportunity that will be sure to capture your attention, while utilizing your technical abilities! We are currently seeking tech savvy individuals to help launch our new and innovative service to automotive customers equipped with Infotainment systems in their vehicles. If you are well versed in managing, and troubleshooting touch screens, navigation systems, music apps, iPhone/iPad and android systems, or any other advanced technology, then this is the career for you!
SPECIFIC RESPONSIBILITIES
Conducts Tier 2 escalated complex pairing mobile/cell phone/infotainment calls using defined problem solving methodology.
Logs call records and assigns call types.
Constructs individual case reference files and updates case management data base / logs.
Diagnoses end user problems using systematic listening and probing approach.
Consults on-line web tool, computerized data base, manuals, circulars or internal resources for information on resolution procedures.
Researches problem / case history using computerized data base for relevant product information.
Documents case resolution in computerized database.
Escalates call(s) to external/internal group for problem resolution in matters of greater complexity.
Performs outbound follow up on existing cases as appropriate.
Sets new case files as required.
Review client information / knowledge updates regularly to remain current with products.
Is required to remain current on new developments and changes through ongoing circular, e-mail, manual review; attends training up dates as required by industry certifications or company / client requirement.
Other duties as assigned.
ESSENTIAL QUALIFICATIONS
Education/Knowledge: High School diploma or equivalent required. Intermediate to advanced mobile/cell phone/infotainment experience /terminology typically gained through regular personal use and problem solving. Solid knowledge of the client’s product and procedures required.
Experience / Skill: 1 to 2 years of direct customer service experience. Excellent verbal and written communication skills; exceptional customer service skills; ability to analyze customer issues/problems; working knowledge of Microsoft applications; intermediate skills researching mobile/cell phone/infotainment trends. Required to type 35 wpm net.
Minacs is an Equal Opportunity, Affirmative Action Employer
We thank all applicants however, only those under consideration will be notified.