Product Support Engineer

ROLE TITLE: Digital Business Support Specialist

The DBS Support Specialist is part of the DBS Level 2 Expert team. This team is in place to provide direct support to dealers and an escalation path for the DBS call center for customer concerns. The DBS support team is an essential part of Audi's Digital Strategy and is, and continues to be, a critical component of the success of this strategy. The DBS Support Specialist is the primary point of contact to triage all problems, collaborate with third-party providers to ensure an appropriate solution is identified to mitigate issues, ensure customer satisfaction and retention, and implement preventative measures to ensure best-in-class service.

Qualifications:

• 3-5yrs Experience in a technical support role

• Bachelors Degree

• Ability to work 8 AM - 6 PM (hours subject to change based on business need)

Required Skills:

• Ability to understand and troubleshoot complex IT and connected vehicle systems

• Ability to root cause problems and proactively seek both technical and process solutions to improve both service and efficiency continuously

• Ability to multi-task and pay close attention to detail

• Strong administrative, written, and analytical skills

• Ability to work independently with little direction

• Detail-oriented with excellent follow-up skills

• Excellent interpersonal skills (positive attitude, flexible, adjusts to change well, thrives under pressure, team player)

• Excellent oral communication skills (call-handling skills, anger diffusion, proactive demeanor, ability to develop rapport with dealers to aid in getting paperwork/support)

• Professional and able to interact with associates on all levels (teammates, leadership, customers, dealers, and other departments)

Minimum Education Requirements:

• Engineering, Business, Education, or other Technical Degree required