SUBJECT MATTER EXPERT FOR INTRUSION/ACCESS

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology.

More information at www.boschservicesolutions.com

Job Description

Position Summary

The Intrusion Tech Support Subject Matter Expert specializes in commercial intrusion detection systems and access control systems, providing comprehensive support to both frontline agents and end-users through various communication channels, including calls, emails, and chats. Responsibilities include delivering in-depth technical assistance, conducting training sessions to enhance team capabilities, and performing quality analysis to ensure service excellence. 

General Job Responsibilities 

• Provide excellent customer service over the phone, email and chat. 

• Staying up to date on any changes, updates, or new features related to the products or services. 

• Provide assistance to customers and agents on processes and knowledge related to the products to Intrusion and Access.

• Assisting in the training and onboarding of new agents. 

• Conducting ongoing training sessions to keep agents informed about changes in products, processes, or policies. 

• Participate in the development and delivery of training materials and resources for customers and internal teams. 

• Providing support and guidance to agents during their initial learning phases. 

• Monitoring and evaluating calls for quality assurance purposes. 

• Providing feedback to agents to help them improve their performance. 

• Identify trends or recurring issues and collaborate with management to address them. 

• Handling escalated customer issues that require specialized knowledge. 

• Identify common trends and themes in support group to identify long term solutions, reduce escalations and complex issues 

• Provide guidance to agents on how to handle challenging or complex customer situations. 

• Identify opportunities for process improvement. 

• Collaborate with management to implement changes that enhance efficiency and customer satisfaction. 

• Support Work Force Management with Queue management. 

• Exhibit high level of professionalism in interactions with colleagues, Team Leads, Operations Managers, etc. 

• Act as back up of the Team Lead. 

• Responsible for data and metric reports. 

Qualifications

• High school diploma is a must. 

• 3+ years of experience in the field. 

• Digital Proficiency & strong bilingual Spanish / English proficiency (English Level C1+ is required) 

• Networking and/or Electronics degree is a plus

• Knowledge in networking and/or Electronics is a must 

• Strong organizational skills and attention to detail 

• Required- direct Customer Support or call center experience. 

• Excellent oral and written communication skills 

• Ability to work collaboratively in a team environment. 

• Results and customer service oriented. 

• Able to work in a fast-paced environment. 

• Assertive communication 

• Leadership 

• Multitask.

• Work as a role model 

Additional Information

Bosch Service Solutions Costa Rica (@boschcostarica) • Instagram photos and videos