Tech Line Chat Support Agent

What’s next for you? This great job. Finding a job that fits your lifestyle isn’t always easy. That’s where Kelly® Professional & Industrial comes in. We’re seeking a Tech Line Chat/Support Agent for our automotive client in Smyrna, TN. We’re here to help you find something great that works for you — so you won’t miss a moment of what really matters in your life!

TECH LINE Chat/Support Agent

Pay: $24.50/hour

Location: REMOTE

Duration: Long-term contract

Responsibilities:

• Monitor and respond to Chat requests from dealership personnel

• Navigate 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 Recruitment Calls, Follow up emails, Document gathering

• 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

Qualifications & Skills:

• Good interpersonal and communications skills

• Typing skills: 40 WPM

• Ability to prioritize and complete multiple varied time-sensitive tasks

• Ability to use resource material and applications for department and dealer support

• Two or more years in a professional environment

• Previous automotive service/parts or NNA/INF experience preferred

• High school diploma/GED required

• Consider equivalent related college or technical courses, seminars and in-house classroom training

• Basic knowledge of Microsoft Office products such as Outlook, Word, Excel and PowerPoint

• Ability and willingness to learn new software applications such as CONSULT, OpenScape Contact Center, Simplified SMS, Electronic Parts Catalog and NNAnet, VCAT, HOST, ASIST, Bomgar

• Previous Salesforce.com experience preferred

Opportunities:

• Opportunity to work in a large team environment and collaborate with other departments

• Learn new software applications

• Continuous training on technical topics and service skills

• 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

What happens next

Once you apply, you’ll proceed to next steps if your skills and experience look like a good fit. But don’t worry—even if this position doesn’t work out, you’re still in our network. That means all of our recruiters will have access to your profile, expanding your opportunities even more.

Helping you discover what’s next in your career is what we’re all about, so let’s get to work. Apply to be a Tech Line Chat/Support Agent today!

PLEASE NOTE: This position is not being handled by the local branch. If you or someone you know are interested, please reply to this posting or email updated resume to [email protected].