Technical Support Specialist

Job descriptionFirst Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building profitable, enduring growth among all our customers.We have an immediate opening for a Customer Support Engineer (Automotive products) The primary function of this role is to drive customer satisfaction by corresponding with technicians, parts staff, and consumers by phone, e-mail, and live chat on matters such as cataloging, product specifications, troubleshooting mechanical difficulties, and other diagnostic inquiries.Essential Duties & ResponsibilitiesAnswer customer queries on technical or troubleshooting aspects of water, fuel, wiper, filter, brakes, lift supports & ignition products to include but not limited to the use of telephone, Live Chat messaging, email and other various technology.Capture full call details & resolution using call handling database.Utilize OE and Aftermarket Service Information Websites for assisting customers with diagnostic inquiries.Maintain and work with in assigned department metrics.Assist with supporting customers and documenting data for market analytics.Help customers trouble-shoot technical situations and provide solid technical advice.Develop strong product knowledge on Trico Group products and usesDevelop expertise on company systems and resources to accurately locate answers to questions and drive continuous system improvements.Other duties and projects as assigned.Education, Experience, and SkillsMechanical / Production Engineering degree.Strong automotive knowledge required mechanic or technician work experienceExperience with Tier 1 suppliers, original equipment (OE) manufacturers, or major car service dealerships will be considered an advantage.Proficient keyboarding skills requiredProficiency in using basic computer programs like excel and other database toolsExcellent communication skills with a high level of English proficiency. While not mandatory, IELTS or TOEFL certification is considered a plus.Possess skills in on-line database platforms.Ability to multitask and monitor multiple forms of communications while working on multiple computer screens and programs.Be hardworking and motivatedUS time zone : 5.30 pm. It works from the office.Available to work one part-time Saturday per month