Automotive Technical Assistance Agent - Canada Remote - Remote Eligible

Job Title

Technical Support: Assist customers and technicians in diagnosing and resolving vehicle technical issues via phone, email, or chat.

Problem Resolution: Analyze reported problems, identify root causes, and provide clear, actionable solutions.

Documentation: Maintain accurate records of customer interactions, technical issues, and resolutions using the company's CRM system.

Collaboration: Work closely with engineering and product teams to relay customer feedback and contribute to product improvements.

Training: Stay updated on the latest vehicle technologies and repair techniques through continuous learning and training.

Quality Assurance: Ensure that all provided solutions meet company standards and contribute to overall customer satisfaction.

Qualifications

Education: 2-4 year Automotive Technology program (certificate or degree) preferred, or equivalent job experience

Certifications: ASE Certified (minimum 2). The National Certification is ideal. State certification is acceptable, however candidate must be willing to get the ASE certification once hired

Language: Bilingual (French Canadian and English) is required

Experience: Minimum 3 years of hands-on experience as an Automotive Technician (dealership preferred, but independent repair facilities are acceptable). Previous experience in customer service, or related fields is also preferred, but not required.

Technical Skills: Expert understanding of vehicle systems, diagnostics, and repair processes. Extensive experience with electric vehicle, infotainment, and hybrid technologies are a plus.

Communication Skills: Excellent verbal and written communication abilities, with a focus on clear and empathetic customer interactions.

Problem-Solving: Ability to think critically and provide effective solutions under pressure.

Computer Skills: Proficiency in CRM software, Microsoft Office Suite, and/or other relevant applications.

Customer Service Orientation: Commitment to delivering exceptional service and maintaining positive customer relationships.

Work Environment

Home office, remote within Canada only

Able to work shifts within the call center's hours of operation: Monday – Friday (7 a.m. - 8 p.m. Eastern time)

This position is fully remote within the United States only

All applicants must be legally authorized to work in Canada without requiring sponsorship now or in the future