Technical Support Specialist

Job description

First 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 & Responsibilities

• Answer 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 uses
• Develop 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 Skills