Support Agent for Technical Helpdesk

**If you’re all about getting things done, you could be who we need.**
Volvo Cars is on an exciting journey, redefining the automotive experience by innovating to make people’s lives less complicated. We offer you a once-in-a-lifetime chance to make an impact in a company with unique opportunities to grow and make a true difference.

**About us.**

At Global Technical Support, you are part of a global team with the purpose to safeguard that our consumers continuously have the freedom to move, by providing preventative & precise support for our mobility solutions. Our mission is to provide customers with solutions for their problems by acting preventatively, at high speed with maximum precision.

We are now recruiting for the position of Support Agent for our Technical helpdesk to be responsible for supporting retailers and independent workshops with diagnostic and repair support on Geely Group vehicles (Volvo Cars and Polestar). The Support Agent has the role of identifying educational needs and fill competence gaps at retailers, and escalating cases when needed. As part of a team of technical specialists, you are responsible for technical support for workshops in Dutch and French speaking markets, enabling the best possible service to customers.

**What’s in it for you?**

The responsibilities provide a positive atmosphere to train and educate the people who will deliver support to customers, therefore this is a role for a passionate support agent to make a lasting difference through identifying training needs, building relationships, while keeping the customer in mind. This is an opportunity to share your technical expertise, develop your communication skills and make a difference

Your responsibilities involve contributing to customer satisfaction within the regional area of responsibility by answering support requests and delivering high-quality diagnostic and repair service, following the repair process and monitoring growth, as well as analyzing and reporting on gaps and advising on how to fill them. You will review existing processes to increase quality and will report performance of dealers on escalated cases, and always adopt ways of working to customer needs.

You will be communicating with retailer staff, supporting, and coaching them, finding the root cause for technical deviations, preventing future need for support and documenting complex technical issues for the central organization. You will build relationships with retailers and the customers, continually improving the effectiveness of the function.

**You and your skills.**

We believe you have a degree in automotive technology, equivalent experience within a vehicle technical support role, either at workshop level or retailer support level. You have extensive knowledge of current vehicle technology, both basic mechanical as well as electronic vehicle systems and electric propulsion. You are bilingual (French - Dutch) and have good spoken and written English skills. You have strong computer literacy in MS office. Knowledge of TIE and VIDA are considered an advantage.

Most of all, we believe you are strongly enthusiastic about the technical side of our cars, with the end-customer in focus and expanding our innovation forward.

**On a personal level.**

You are a team player with great communication skills, who collaborates across teams, levels, and locations. You can handle stressful situations, deescalate conflicts and have a solution focused attitude.

We believe you are curious, good at networking and making contacts, which is necessary in this position to solve problems. You are a person that thrives in a fast-paced environment. You are also a person with high integrity that feel comfortable to speak for your findings in a way that creates trust.

**How to learn more and apply.**

**Who are we?**

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.