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Connected Drive - Technical Support Specialist (TSS)

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at www.boschservicesolutions.com.

Company benefits are eligible from Day 1 of employment, includes but not limited to the following:

  • Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
  • Time off: PTO, PAA (sick), paid company holidays
  • Retirement: 401k and Roth IRA with company match
  • Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
  • Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
  • Salary commensurate with market rates, Shift Differential Payment

Job Description

BMW Connected Drive is seeking a Technical Support Specialist (TSS) for a unique opportunity to work in our growing inter-departmental support area. This individual will possess strong troubleshooting and diagnostic skills related to computer and software technical issues. Team collaboration is a must, as this role will interact directly with our BMW Customer. 

 

Responsibilities 

  • Respond to service requests, incidents and reported issues within the set SLAs 

  • Field incoming requests made to the service desk via phone queue, e-mail, and ticketing system to ensure courteous, timely, and efficient resolution for the customer 

  • Resolve routine problems and escalate non-routine problems to the next tier level 

  • Work independently on resolving incidents and escalate complaints to upper management 

  • Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment 

  • Performs other related duties as assigned 

Qualifications

 

  • 2-4 years of experience working in a call center environment 

  • BMW Connected Drive Program experience is a must (Training required as prerequisite if candidate is untrained in BMW Connected Drive) 

  • Excellent computer proficiency 

  • Results driven, detail-oriented with a commitment to providing high-quality support. 

  • Ability to explain technical issues to technical and nontechnical customers 

  • Strong troubleshooting and diagnostic skills related to computer and software technical issues 

  • Self-motivated, self-disciplinedwork ethic. Must be able to work both collaboratively and independently 

  • Education in Computer Science or related field, or equivalent experience (negotiable) 

  • Familiarity with CRM or ticket management software like Zendesk, Freshdesk, or Jira. 

Additional Information

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. 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. More information is available at www.boschservicesolutions.com.

All your information will be kept confidential according to EEO guidelines.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

FIRST Robotics (For Inspiration and Recognition of Science and Technology)

AWIM (A World In Motion)

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.

Average salary estimate

$70000 / YEARLY (est.)
min
max
$60000K
$80000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Connected Drive - Technical Support Specialist (TSS), Bosch Group

At BMW Connected Drive, we're on the lookout for a proactive and talented Technical Support Specialist (TSS) to join our dynamic team located in Fort Lauderdale, FL. If you love problem-solving and have a knack for technology, this might just be the perfect role for you! As a TSS, you'll play a vital role in our support system, working closely with our customers to address their technical inquiries related to BMW Connected Drive Services. Your day will be filled with fielding service requests, handling incidents through phone and email, and ensuring a seamless experience for our users. You'll utilize your strong troubleshooting and diagnostic skills to resolve issues rapidly while collaborating with your awesome team members to foster a friendly support environment. Experience in a call center is important, as well as a strong understanding of our BMW Connected Drive program, which we’ll ensure you’re equipped to handle through training if needed. Here at BMW Connected Drive, we value growth, and from the very start, you will enjoy a plethora of benefits, including medical, dental, and retirement options, along with perks like tuition reimbursement to help you develop professionally. If you're self-motivated and reliable, with excellent communication skills, we want to help you build your career in a supportive atmosphere where teamwork matters. Ready to drive your future with us? Apply now and be a part of something exceptional at BMW Connected Drive!

Frequently Asked Questions (FAQs) for Connected Drive - Technical Support Specialist (TSS) Role at Bosch Group
What are the responsibilities of a Technical Support Specialist at BMW Connected Drive?

As a Technical Support Specialist (TSS) at BMW Connected Drive, your main responsibilities will include responding to service requests and incidents while adhering to set SLAs. You'll field incoming requests via phone, email, and our ticketing system, ensuring customers receive timely and effective resolutions. Your role will also involve troubleshooting technical issues with computer and software products. Any non-routine problems will be escalated to higher tiers. Additionally, you'll collaborate with team members to enhance the support experience, showcasing the importance of teamwork at BMW Connected Drive.

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What qualifications are needed to apply for the Technical Support Specialist position at BMW Connected Drive?

To qualify for the Technical Support Specialist position at BMW Connected Drive, candidates should ideally have 2-4 years of experience in a call center environment and be familiar with the BMW Connected Drive program. Excellent computer proficiency and strong troubleshooting skills related to software technical issues are a must. Candidates should also have effective communication skills, enabling them to articulate technical problems to both technical and non-technical customers. A background in Computer Science or relevant experience is preferred but can be negotiable.

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What kind of training does BMW Connected Drive provide for Technical Support Specialists?

BMW Connected Drive offers comprehensive training for Technical Support Specialists to ensure they are well-prepared to assist customers effectively. If candidates do not already have experience in the BMW Connected Drive program, training will be provided as a prerequisite. The training will cover technical aspects, troubleshooting techniques, and customer interaction strategies, equipping specialists with the necessary knowledge to provide exceptional support.

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What benefits can Technical Support Specialists expect at BMW Connected Drive?

Technical Support Specialists at BMW Connected Drive enjoy an array of benefits that include health and wellness options such as medical, dental, and vision insurance, as well as health savings accounts. Employees receive paid time off (PTO), sick leave, and holiday pay from day one. Additional perks include a 401k retirement plan with a company match, tuition reimbursement, and various performance-based bonuses. The company is committed to supporting its employees' growth and well-being.

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How does teamwork play a role in the Technical Support Specialist position at BMW Connected Drive?

Teamwork is essential for the Technical Support Specialist role at BMW Connected Drive. In this position, you'll be collaborating with fellow team members to tackle customer issues and enhance service delivery. This collaborative environment not only helps in problem-solving but also fosters a positive workplace culture where support specialists share knowledge and strategies to improve customer satisfaction. Embracing teamwork is fundamental to the success of both you and the team as a whole.

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Common Interview Questions for Connected Drive - Technical Support Specialist (TSS)
How would you handle a customer complaint regarding a technical issue?

To address a customer complaint about a technical issue, I would first listen attentively to the customer's concerns, showing empathy and understanding. Next, I would gather all necessary details about the problem to accurately diagnose the issue. I'd then explain potential solutions clearly and reassure the customer that I will do my best to resolve their issue promptly. If the problem is complex, I would escalate it to the appropriate team while keeping the customer informed throughout the process.

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What troubleshooting method do you typically use when dealing with software issues?

When troubleshooting software issues, I typically follow a systematic approach. Initially, I clarify the problem by asking the customer specific questions to gather context. After that, I would perform tests to replicate the issue on my end. Depending on my findings, I would either apply known solutions or consult relevant documentation before guiding the customer through the steps to resolve it. If the problem persists, I would escalate the issue to the next tier while keeping the customer updated.

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Can you describe your experience with CRM or ticket management systems?

I have extensive experience using various CRM and ticket management systems like Zendesk and Jira. In my previous roles, I utilized these tools to manage customer inquiries and track issue resolution effectively. I understand how to prioritize tickets based on SLA agreements and maintain detailed records to ensure smooth communication and follow-up processes. Being organized and efficient with these systems is crucial for providing high-quality support.

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What motivates you to succeed in a technical support role?

What motivates me in a technical support role is the opportunity to help others solve their problems. I find it fulfilling to take complex technical issues and break them down into manageable solutions for customers. Additionally, I thrive in challenging situations where quick thinking is required, as it allows me to showcase my skills and contribute to a positive team dynamic. Continuous learning and improvement in the tech field also fuel my motivation.

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How do you prioritize tasks when handling multiple issues at once?

When managing multiple issues, I prioritize them based on urgency and the impact on the customer. I assess which problems require immediate attention and which can wait. By using the ticketing system to track and organize my workload, I can ensure that I provide timely updates to customers while managing expectations appropriately. Staying calm and focused during busy times helps me handle each situation effectively.

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Describe a time when you turned a negative customer experience into a positive one.

In my previous role, a customer was frustrated due to a recurring issue. I took the initiative to apologize for the inconvenience and actively listen to their concerns. I assured them I would personally follow up on their situation, which reassured them. After resolving the issue, I offered them a small token of appreciation for their patience. The customer was delighted and even expressed gratitude for going the extra mile, transforming their negative experience into a positive one.

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What steps would you take if you are unable to resolve a customer's issue on the first call?

If I cannot resolve a customer's issue on the first call, I would reassure them that their concern is important and will be addressed promptly. I would gather as much information as possible and explain the next steps, whether that involves passing the issue to a specialist or conducting further investigation. Following up with the customer after the issue is escalated is also crucial to keep them in the loop and maintain trust.

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How do you stay updated on the latest technology trends related to support services?

I stay updated on technology trends by regularly attending webinars, participating in online courses, and reading industry-related blogs and publications. I also follow relevant influencers and thought leaders on social media platforms. Continuous learning helps me remain informed about emerging technologies and best practices, which I can incorporate into my support role, enhancing the quality of service I provide to customers.

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What do you believe is the most important skill for a Technical Support Specialist?

The most important skill for a Technical Support Specialist is the ability to communicate effectively. Whether it’s explaining technical concepts to non-technical customers or collaborating with team members, clear communication ensures that problems are accurately understood and resolved. Moreover, strong listening skills help to identify the root cause of issues and contribute to a better customer experience.

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How do you handle stress during high-pressure situations?

During high-pressure situations, I handle stress by remaining calm and composed. I take a moment to assess the priorities and focus on one task at a time to avoid feeling overwhelmed. Practicing deep breathing techniques also helps me maintain clarity and stay focused. I believe that maintaining a positive attitude and supporting my colleagues increases overall team morale, which ultimately leads to more effective problem-solving.

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Bosch is a global supplier of technology and services. Bosch specializes in consumer goods, industrial technology, and energy technology. It offers innovative solutions for smart homes, smart cities, connected mobility, and connected manufacturing...

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March 21, 2025

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