MA/AS (MOBILITY AUTOMOTIVE AFTER MARKET) LEVEL 1 SUPPORTFull-timeLegal Entity: Robert Bosch Service Solutions - Costa Rica Sociedad AnonimaBosch 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 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology. The Bosch Automotive Technical Support Representative is responsible for delivery of prompt, professional and technical support to internal and external customers in response to a variety of technical and repair topics regarding Bosch special tools, shop equipment, and computerized diagnostic products and services. All inquiries to be addressed via phone, email, and On-line Chat.
General Job Responsibilities Provide technical assistance to customers on products purchased from Bosch Automotive Service Solutions.
Provide troubleshooting assistance to customers via phone, email, and remote support tools and On-line Chat
Works internally with outside sales force, product management and other departments to ensure customer satisfaction.
Assists customer service staff with technical and/or complex customer service problems.
Research service part requirements versus tool replacement and make the appropriate decision.
Open, track and close trouble tickets within the Bosch ticketing systems.
Ensures problem ownership and promotes end-user satisfaction.
Escalate necessary issues to Senior Technical Support Specialists for direction or resolution.
High school and technical background (technical training paired with previous experience on diagnostic tools)
Electronic knowledge and or electronics.
Familiarity with basic mechanical and electrical concepts
Digital Proficiency & strong bi-lingual English / Spanish proficiency (English Level C1+ is required).
Required- direct Customer Support or call center experience minimum 2 years.
Troubleshooting and problem-solving skills
Excellent oral and written communication skills
Ability to work collaboratively in a team environment
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