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DXC Technology Technical Solutions Rep II (00S30B) in Auburn Hills, Michigan

Job Description:

TCSC Technical Helpdesk Representative duties include problem recognition, research, isolation, resolution, and developing follow-up steps in support of IT systems that support vehicle programming.

The TCSC Technical Representative is able to resolve less complex problems immediately, while more complex problems are escalated for resolution.

The successful candidate will be able to work first and second shift as well as occasional Saturday hours.

Responsibilities:

  • Working from a standard protocol and utilizing documented processes to respond to customer issues. Some judgment may be used to supplement the outlined process.

  • Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.

  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example more complex warranty).

  • Begin to proactively assist customers to avoid or reduce problem occurrence.

  • Work is often reviewed by Supervisor or Team Lead.

Education and Experience Required:

  • High school education or Equivalent. To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education.

Knowledge and Skills:

  • Professional work history or training with a focus on IT or automotive systems

  • Customer contact experience

  • Self-motivated with a proactive approach to meeting and exceeding customer expectations.

  • Computer hardware and software experience

  • Knowledge of LAN/WAN IT infrastructure

  • Ability to diagnose and repair PC hardware/networking components

  • Substantial problem solving abilities

  • Ability to work and thrive in a team environment

  • Maintain a professional image at all times

  • Exceptional communications and organizational skills

  • Dedication to excellent attendance

DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities

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