Job Description
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The role involves providing support to IT systems for aftermarket services, ensuring operational efficiency and customer satisfaction.
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Key Responsibilities
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* Attend to various IT system support requests by phone and Customer Portal from dealership employees.
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* Analyze cases through troubleshooting to provide solutions that maximize the operational sales and post-sales process.
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* Transfer and escalate cases to second-level teams, following ITIL premises.
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* Conduct end-to-end follow-ups with the user and second-level teams through frequent follow-ups.
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* Create and implement internal and external process improvements through Kaizens and Agile methodologies.
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* Contribute to strategic business objectives through actions that improve our Services.
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* Manage all Second Shift cases.
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* As we serve all Latin American countries, there will be work shifts on the Brazilian holiday calendar.
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Required Skills and Qualifications
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* Bachelor's degree in information technology or related field.
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* Knowledge of the automotive aftermarket segment, especially regarding billing, warranty, inventory management, and maintenance planning.
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* Fluent in English and Spanish.
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* Demonstrate a proactive profile.
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* Understanding of cultural aspects and contexts of Latin American markets.
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* Ability to work in a pressured environment and prioritize tasks effectively.
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Benefits
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* Opportunity to work with a leading global manufacturer.
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* Chance to develop expertise in aftermarket services.
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* Collaborative team environment.
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* Professional growth and development opportunities.
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