Tech Line Support Agent

hace 1 mes

Aguascalientes, México Nissan A tiempo completo

TECH LINE Chat/Support Agent

**Job Description**:
Chat/Support agents provides support for dealership personnel, Technical Support Specialists, WCC/PCC agents and leadership, leadership within Nissan and Infiniti TECH LINE, and other NNA departments. This position accepts and responds to chat requests from dealership personnel, provides follow-up support, creates and develops reports, assists with event planning, and other duties as assigned. In this position, the agent will work closely with others in a large service center team environment.

Job Summary

Chat Support Agent is responsible for being available on Chat, providing general dealer support, collaborating with other chat agents and department specialists, and handling assigned department support tasks.

Job Functions

Monitor and respond to Chat requests from dealership personnel
Navigating Service Manuals, Owners manuals, researching TECH LINE, VCAT, PCC, WCC, DPIC, NESNA Cases, reviewing internal resources, searching ASIST, researching APRM & FRM, navigating EPC, reviewing publications, and utilizing other resources.
Create PowerPoint and Excel documents for upper management
Complete support tasks as requested to assist team members and leadership
Inbox monitoring, Parts collection requests, review duplicate cases, review DTS inspection results, File management, Etc.
Create and monitor Salesforce Reports and Dashboards
Make outcalls to dealers
Chat follow up, Survey follow up, Special projects
Initiate Tech Link sessions to remotely assist dealers with PC and other technical issues
Prepare meeting materials, scheduling, and other associated items related to CITIES training course and other special event planning
Sourcing information and creating Tech Alerts to create awareness and share knowledge with Technicians and Service Managers.
PEEK Program
Schedule in Outlook, Schedule TSS Shadowing

**Coordinate the live event via ZOOM**: Manage the schedule, ensure group stays on schedule, monitor zoom rooms, assign breakout rooms, introduce presenters, hold discussions for feedback, and promote engagement
Create and escalate case to TECH LINE, WCC, PCC, and VCAT Support. Collaborate with leadership for support from other departments.
Analyze data using reporting tools and excel to improve various functions and discern opportunities.
Continuous training on technical topics and service skills
Attend various department meetings and update team on relevant information
Meet with other departments to discuss support opportunities and receive feedback how to improve quality of information provided via chat
Build Presentations to present that improve knowledge, engagement and team building discussions.

Minimum Qualifications

**Experience**: Two or more years’ in a professional environment. Previous automotive service/parts or NNA/INF experience preferred.

**Education**: High school diploma required. AA degree preferred. Consider equivalent related college or technical courses, seminars and in-house classroom training.

**Travel**: No travel

**Driving required**: No

Only resumes submitted in English will be reviewed.

Nissan (NMEX,NEdM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción (ni discriminación por género, identidad y/o expresión de género, orientación sexual, ) raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.
- Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

Aguascalientes Aguascalientes Mexico

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