Dutch, Workshop Technical Support Agent

  • Carrer de Rosselló i Porcel, 21, 08016 Barcelona, Spain
  • Employees can work remotely
  • Full-time
  • Legal Entity: Bosch Service Solutions, S.A.U.

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,500 associates at 28 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and logistics sectors as well as information and communication technology.

Job Description

WSMS is a software designed to provide workshops with all the necessary functionalities in a platform (WSMS) to ensure their best operation with the greatest efficiency and a high level of customer experience for both the workshop, employees, managers and their customers.

Typical Bosch workshops do not have key-users or functional application managers in place, they are not used to implement software and are relying on skilled L1 agents supporting them in their daily processes. Especially in the first 5 weeks after go-live support ended. But also during month/year-end closing activities.

As a Technical Support Agent, your main functions will be:

- Call taking (email, phone and support ticket system) from WSMS end-user

- Categorizing calls into: Issues, Change Requests. Functional questions (grouping into CR’s, required extra training etc.)

- Solving Technical Issues

-  Hand-over and managing issues to L2 Support for issues which couldn’t be solved by L1.

-  Contacting WSMS end-users on behalf of L2 Support.

-  Gathering information about Change Requests received + hand-over to L2 Support.

-  Maintain FAQ’s and the Support knowledge base.

-  Hand-over order related requests to local Marketing & Sales in the country.

-  L1 support is supporting Workshops in different countries.

- Support teams are setup following the buddy principle and match the minimum requirements from the SLA.

-  Customer facing Support is provided in the local language with native speakers.

-  Interaction with L2 is performed in English. This includes written conversation in tickets and is supported by details troubleshooting info and print screens in English.

Qualifications

- Fluency in Dutch (C2 Level)      

- Proven customer service skills.

- Excellent problem-solving skills and documentation skills.

- Good communication skills (Verbal & Written in English).

- Familiarity with Retail ERP systems. Equipped with a “down to earth” mindset.

- At least 2 years Experience with automotive processes.

Additional Information

What we offer
· Be a part of our international network and profit from the diverse opportunities of a global employer: Training and internal growth opportunities.
· A full time job, long-term contract, direct with BOSCH Service Solutions. Work Monday to Friday: NO WEEKENDS.
· Bosch employees profit from various discounts including Power Tools and Home Appliances.
· Our working environment is fun, rewarding and offers room for creativity.
· Salary up to 23.000€ gross per year, including Language Adders and Perfomance Bonus.

Impress us with your competence, personality, and commitment, and you'll be able to set out on a new career path. It is your expertise, commitment, and experience which makes our services "Invented for life" and sparks enthusiasm in our customers.

Discover new directions and apply now

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