Bosch Chassis Systems India Private Ltd. is looking for a Security Systems Specialist with Spanish language skills to serve as the single point of contact for technical support. In this role, you will provide assistance, troubleshoot issues, manage customer incidents, and support colleagues primarily during late or night shifts.
What You'll Do
- Acts as SPOC (single point of contact) and supports/forwards any technical issues/questions
- Carrying out the activity in late/night shifts
- Follows incident management procedures
- Logs or documents all customer requests/incidents/inquiries (via all communication channels)
- Identifies and logs correctly the customer contact details
- Creates & escalates ticket to 2nd level
- Performs and documents remote support sessions following the procedure
- Troubleshoots & diagnoses all issues
- End-to-end ticket tracking and follow up
- Shares knowledge and offers support to other colleagues
- Trains colleagues after participating to trainings performed by 2nd level/Business Unit’s outside our location
- Is back-up for other colleagues when needed
- Sets up and maintains laboratory equipment
- Contributes to knowledge base articles
- Escalates existing/potential complaints to team leaders or Operations Manager
- Assists the customer in collecting the required system data and logs
- Is aware of the project KPI’s and contributes in fulfilling them
- Maintains quality service by following organization standards
- Reads, understands and applies the procedures from area of responsibility and other interdepartmental procedures, applicable within the company
- Fulfils any other tasks related to area of responsibility, as requested by direct superior
What We're Looking For
- Ability to work in late/night shifts
- Proficiency in Spanish
- Strong technical troubleshooting and diagnostic skills
- Experience with incident management procedures
- Ability to log and document customer requests, incidents, and inquiries via all communication channels
- Ability to correctly identify and log customer contact details
- Experience creating and escalating tickets to 2nd level support
- Experience performing and documenting remote support sessions
- End-to-end ticket tracking and follow-up capability
- Ability to share knowledge and support colleagues
- Willingness to train colleagues based on external training
- Ability to back up other colleagues when needed
- Experience setting up and maintaining laboratory equipment
- Ability to contribute to knowledge base articles
- Ability to escalate complaints to team leaders or Operations Manager
- Ability to assist customers in collecting system data and logs
- Awareness of project KPIs and ability to contribute to achieving them
- Commitment to maintaining quality service by following organizational standards
- Ability to read, understand, and apply procedures from own and interdepartmental areas
- Willingness to perform any other tasks related to the role as requested by the direct superior
Work Mode
- Required to work late/night shifts
