Customer Support Analyst - automotive

Job DescriptionAbout OECSince the year 2000, OEC has grown globally to more than 1,000 employees with a double-digit revenue increase nearly every year. We provide a lively culture, employee rewards and recognition, and the opportunity to develop and implement innovative technology solutions.Position SummaryData Analyst in customer support team provides parts technical support to dealers/customers via inbound calls and emails, and related activities for delivering technical customer support service. Job DutiesReviews work queues and performs appropriate actions as defined by work queues or the Team Leader or supervisor. Ensures provided customer support activities meet quality and format criteria, and provides relevant information to customers to avoid escalations. Reviews, manages and tracks queries; performs associated actions in the query management system. Performs analysis of engineering data to identify correct information. Interacts with internal teams and customers within their relevant scope. Ensures all tasks are completed within guidelines, and follows quality standards and deadlines for delivery. Reports questions and issues to the Team Leader or designated supervisor. Actively participates in job training to ensure process knowledge is gradually built; builds and expands parts and vehicle product knowledge. Collaborates with other teams and learns their processes to understand the business and role. Liaises with Data Analysis team to address complex issues. Provides feedback from customer queries to improve team performance. Experience requiredAt least 1-2 years of experience in customer support, preferably in a dealership or automotive industry. Good analytical skills with demonstrated ability to investigate, analyze and articulate requirements. Good computer skills and proficiency with Microsoft Office. Strong communication and interpersonal skills; communication is accurate, professional, clear and concise. Maintains professional attitude towards work, colleagues and customers. Able to conduct routine tasks using established practices and adhere to quality standards and deadlines.
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