? Technical Information Specialist – TECH LINE Contact Center
Location: Smyrna, Tennessee (Hybrid)
Employment Type: Full-Time Contract
Compensation: $30 an hour
Schedule: Monday–Thursday Onsite, Friday Virtual Office (VO)
About the Role
We are seeking a detail-oriented and technically skilled Technical Information Specialist to join our dynamic TECH LINE contact center team. In this role, you will provide manufacturer-level support to dealership service technicians by delivering accurate technical guidance on vehicle diagnostics and repairs. You’ll also contribute to the documentation and analysis of vehicle incidents, offering insights that support engineering teams and enhancing the overall service experience.
You’ll be part of a 225-person site, working alongside a dedicated team of 27 Technical Specialists who collaborate to deliver high-quality support and drive continuous improvement.
To ensure a strong start, new hires will be paired with an expert in the field for shadowing and mentorship. You’ll begin with chat and email-based support before transitioning to more complex responsibilities.
Key Responsibilities
- Respond to TECH LINE cases via phone, email, or chat, guiding technicians through diagnostics and repair procedures.
- Use service manuals, internal databases, and technical resources to provide accurate support.
- Document all support cases thoroughly and update or close reports as needed.
- Collect and report technical data on new vehicle incidents for engineering analysis.
- Provide remote support via Tech Link sessions to assist with scan tool diagnostics.
- Monitor Salesforce dashboards to ensure timely and effective case resolution.
- Collaborate with internal team members to support a high-performing contact center environment.
- Perform general dealer support and administrative duties.
- Uphold brand values and contribute to long-term customer satisfaction.
Tools & Workflow
- Salesforce is the primary CRM and phone system interface.
- The two most-used tools are Salesforce and the service manual.
- Specialists self-manage their workload by selecting the next available case from the queue.
- The Lens program allows remote support via dealer-installed headsets, interfacing through Salesforce.
- The Initial Contact Team (ITC) handles approximately 300 cases per day across the U.S., Guam, Puerto Rico, Alaska, Hawaii, and Canada—about 20% of cases are phone-based.
- While experienced specialists average 2–2.3 cases per hour, new hires are evaluated more on quality than volume.
- The goal is to reach 5 daily cases per month with strong support and coaching.
Common Case Types
- Powertrain (engine/transmission)
- Audio/display systems (e.g., Bluetooth, screens)
- General electrical issues (e.g., wiring diagrams, diagnostics)
Qualifications Required
- High School Diploma or GED.
- Associate’s degree in Automotive Technology or 2+ years of automotive technical experience.
- Minimum typing speed of 30 WPM.
- Basic computer proficiency and ability to navigate technical resources.
- Excellent verbal and written communication skills.
- Clean Motor Vehicle Record (MVR) and ability to pass a drug screen.
Preferred:
- Associate’s degree from TCAT, Lincoln Tech, or a similar accredited automotive program.
- Familiarity with technical documentation and remote diagnostic tools.
- Team-oriented with a proactive approach to problem-solving.
- Demonstrated ability to learn quickly and adapt to new technologies.
- Professional training or certification in automotive technology or related fields.
Interview Process
- Level 1: One-hour general technical assessment (virtual or phone).
- Level 2: Four-hour in-person interview, including lunch with the team.
Why Join Us?
- Be part of a collaborative, growth-focused team of 27 specialists within a 225-person site.
- Gain exposure to cutting-edge automotive technologies.
- Enjoy a flexible hybrid schedule: Monday–Thursday in office, Friday remote.
- Receive hands-on mentorship and a structured onboarding experience.
- Contribute to a brand that values innovation, quality, and customer satisfaction.