Chat Support Agent
Chat/Support agents provides support for dealership personnel, Technical Support Specialists, WCC/PCC agents and leadership, leadership within Nissan and Infiniti TECH LINE, and other NNA departments.
This position accepts and responds to chat requests from dealership personnel, provides follow-up support, creates and develops reports, assists with event planning, and other duties as assigned. In this position, the agent will work closely with others in a large service center team environment.
Job Summary
Monitor and respond to Chat requests from dealership personnel Navigating Service Manuals, Owners manuals, researching TECH LINE, VCAT, PCC, WCC, DPIC, NESNA Cases, reviewing internal resources, searching ASIST, researching APRM FRM, navigating EPC, reviewing publications, and utilizing other resources.
Create PowerPoint and Excel documents for upper management Complete support tasks as requested to assist team members and leadership Inbox monitoring, Parts collection requests, review duplicate cases, review DTS inspection results, File management, Etc.
Create and monitor Salesforce Reports and Dashboards Make outcalls to dealers Chat follow up, Survey follow up, Special projects Initiate Tech Link sessions to remotely assist dealers with PC and other technical issues Prepare meeting materials, scheduling, and other associated items related to CITIES training course and other special event planning Sourcing information and creating Tech Alerts to create awareness and share knowledge with Technicians and Service Managers. PEEK Program Recruitment Calls, Follow up emails, Document gathering Schedule in Outlook, Schedule TSS Shadowing Coordinate the live event via ZOOM : Manage the schedule, ensure group stays on schedule, monitor zoom rooms, assign breakout rooms, introduce presenters, hold discussions for feedback, and promote engagement
Create and escalate case to TECH LINE, WCC, PCC, and VCAT Support. Collaborate with leadership for support from other departments. Analyze data using reporting tools and excel to improve various functions and discern opportunities.
Continuous training on technical topics and service skills Attend various department meetings and update team on relevant information Meet with other departments to discuss support opportunities and receive feedback how to improve quality of information provided via chat Build Presentations to present that improve knowledge, engagement and team building discussions.
Minimum Qualifications
Good interpersonal and communications skills. Typing skills: 40 WPM . Ability to prioritize and complete multiple varied time sensitive tasks.
Ability to use resource material and applications for department and dealer support.
Experience:
Two or more years in a professional environment.
Previous automotive service/parts or NNA/INF experience preferred. Education: High school diploma required. AA degree preferred. Consider equivalent related college or technical courses, seminars and in-house classroom training. Computer Skills: Basic knowledge of Microsoft Office products such as Outlook, Word, Excel and PowerPoint. Ability and willingness to learn new software applications such as CONSULT, OpenScape Contact Center, Simplified SMS, Electronic Parts Catalog and NNAnet, VCAT, HOST, ASIST, Bomgar, Previous Salesforce.com experience preferred.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here ( for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
...comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM...
**Hydro Jetting Drain Cleaning in Atlanta****Hydro Jetting Drain Cleaning in Atlanta, GA** , Georgia. The expert Atlanta plumbers at Mr. Rooter are ready to help make your pipes run smoothly again. While many clogs can be easily removed with a plunger or snake, its...
2nd Shift Cashier page is loaded **2nd Shift Cashier****2nd Shift Cashier** locationsColerain - Cincinnati, OH time typePart time posted onPosted 3 Days Ago job requisition idR000230856 As a family company, we serve people and communities. When you work at Meijer, youre...
...Job Description Job Description A local restoration company is currently seeking to hire a new water mitigation project manager. This position would be full-time and have the following duties. Oversees all of the water damage crews for quality control, efficiency...
...in September 2005 to provide engineering consulting services for the water industry including projects that focus on drinking water, wastewater, recycled water, water resources, and flood management issues. We are in Folsom, California and primarily serve cities, counties...