BMW Of North America BMW Technology Corporation Designworks USA
The Specialist will be responsible for production support for ConnectedDrive Services US and Hub Markets.
Be responsible for ConnectedDrive incident management by resolving incidents received from the customer and dealer.
Adheres to corporate policies and defined service level agreements.
Logs incidents and request accurately.
Work closely with Team Lead and Specialist 2 team members to identify and properly resolve incidents.
Provides first line investigation and diagnosis of incidents and requests.
Resolves issues in the prescribed time limits; otherwise escalates to appropriate level 2 personnel and follows standard operating procedures.
Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers and dealers.
Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer and dealer satisfaction.
Helps to maintain a knowledgebase by documenting known errors, workarounds, procedures, and application specific information.
Reports status, issues, and timelines to management staff for critical issues being worked.
Provides coverage for all modes of communication: telephone, e-mail or other methods as necessary.
Participates in required training for both technical and interpersonal skill development.
Responsible for resolution of technical and ConnectedDrive customer account problems reported by dealers, internal BMW personnel, email and personnel requests for technical support and documenting, tracking, and monitoring problems to ensure a timely resolution, including also tickets/issues reported to production support found during test drives or other testing that are raised as QC System (ALM) troubletickets by BMW Engineering personnel.
Response to and resolution as applicable of account issues or inquiries that are raised via Customer Care email correspondence (“Customer Care Mailbox”) service provider-related technical issues that are raised as ITSM (IT Service Management) System troubletickets including field service and customer inquiries. Recommend type of and amount of Goodwill offers based on customer complaint severity or escalation level, for internal management consideration.
Ensure customer-facing communications are per CI standards and ensure customer privacy protection based on existing process requirements.
Resolution of issues found during test drives or other testing that are raised as QC System (ALM) troubletickets by BMW Engineering personnel.
Resolution of issues reported as ITSM (IT Service Management) tickets by the BMW ConnectedDrive Call Center.
Resolution of service provider-related technical issues that are raised as ITSM (IT Service Management) System troubletickets including field service and customer inquiries.
Bachelor’s degree in Engineering/Computer Science/Business Administration
3-5 years of call center/customer care experience within technical services environment
Experience with MS Office Products, Workflow and life cycle model knowledge, telematics technnologies, automotive retail knowledge
BMW NA is an EO employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.