The above person to be designated Technical Advisor has following responsibilities:
- Managing and responding to escalated customer cases.
- Handling customer’s technical complaints re-directed by OCC Customer care advisors.
- To interpret customer concerns for the auto mechanic, so that the mechanic can diagnose and
repair problems correctly
- Re-cataloguing customers concerns and comments in the CRM if required based on technical
expertise.
- Translate customers repair problems into standard repair terminology.
- Responsible for managing customer interactions within defined SLA’s with OCC.
- Provide customers with in-depth information about available aftermarket and OEM (original
equipment manufacturer) part options
- Be aware of and track “comebacks” and make sure the problem is corrected to the customer and
dealership’s satisfaction
- Advise customers about warranty protections / potential cost savings
- Take decision by understanding the depth of a complaint.
- Self-directed accomplishment of Quality assurance as well as random sampling within the
process.
- Generalized Trainings among the OCC advisors for any common technical issues on
weekly/monthly basis
MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.
Skills Required
- Experience managing and responding to escalated customer technical cases and meeting SLAs
- Technical knowledge to interpret customer concerns for mechanics and translate into repair terminology
- Experience using and updating CRM systems to recatalog customer concerns
- Familiarity with aftermarket and OEM part options and advising customers on warranty protections
- Experience tracking comebacks and ensuring resolution to customer and dealership satisfaction
- Experience performing quality assurance, random sampling, and conducting trainings for advisors
MSX International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MSX International and has not been reviewed or approved by MSX International.
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Affordable Benefits — Health insurance is at times characterized as affordable, including "fantastic and affordable health insurance" and statements that "benefits were good." In some contexts, the overall benefits value is seen as decent for the role.
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Leave & Time Off Breadth — Paid time off breadth includes PTO alongside paid holidays and sick leave. This time‑away structure is occasionally highlighted as a supportive aspect of the package.
MSX International Insights
What We Do
MSX International (MSX) is a leading provider of technology-enabled business process outsourcing (BPO) services to OEMs in more than 80 countries. MSX’s deep automotive industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost and enhancing customer satisfaction. The company’s broad BPO services suite supports OEMs across Warranty and Technical, Parts and Service, Channel Management, Customer Engagement, and Fleet and Mobility. MSX employs more than 5,000 team members worldwide.
