Digital Services Support Rep

Pay range: **$58K \- $78K** Incentive Plan: **Annual Bonus** Incentive Target %: **3%** SHIFT: **First** **BSH Home Appliances Corporation – Top Employer US 2024** **Tomorrow is our home.** At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, and Thermador, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. **You Belong Here.** **Digital Services Support Rep** **Remote / Full\-time** **Your responsibilities** BSH Customer Service is evolving the digital consumer experience through the use, interaction, and service support of BSH manufactured connected appliances and digital applications. The Digital Services Rep is part of the Digital Services team and the solution driven point of contact for the daily support of for any BSH Customer Service team (Interaction Center, Factory Service, Tech line) as well as external business partners such as Authorized Service Providers, Builders or Dealers in any question regarding the electronic architecture of BSH products, the Service Diagnostic System of BSH products and the Home Connect ecosystem. * Provides diagnostic technical support to field technicians repairing appliances related to Home Connect, iService and appliance software * Executes Remote Diagnosis calls on request with field technicians and Customers, documents results and schedules appointments if on\-site visits are needed * Provides Home Connect Support to Customers in escalated cases (tier 2 support) * Works actively \& closely with the Digital Services Analysts and Engineering on escalated or challenging cases to ensure highest customer satisfaction * Works with Technical Writers, training department and Digital Services Analysts providing input for improvements on documentation, iService and future product developments * Works with Technical Writers and the Digital Services team to provide service content for self\-help and chatbot * Reviews product manuals for accuracy and ease of use and provides feedback to Technical Writers * Maintains target performance KPIs **Your profile** * Associate degree (IT Based Degree) – Preferred * 3\-5 Years of Experience (IT, Software Development or another technical role) – Required * 3\-5 Years of Experience (Customer Service Experience) – Required * Demonstrate a passion for digital solutions through data interaction and analysis, troubleshooting, possessing a learning and analytical mindset, and adapting competent communication skills when building rapport, listening, and explaining digital services and solutions * Customer\-facing experience (customer service, help desk) * Real\-world hands\-on technical repair experience with IoT devices a plus * Good communication skills necessary * Must possess strong technical and diagnostic skills * Knowledge of BSH products a plus * Proficient in Microsoft Office products (Word, Excel, PowerPoint), Teams and Skype **Your Pay \& Benefits** The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document. Benefits offered include the following: * Medical, dental, vision, life insurance, short\- and long\-term disability benefits, employee assistance program (EAP), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire. * Wellness Plan that allows participating employees to earn lower medical care premiums. * 401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service. The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and includes an annual employer\-funded profit sharing contribution dependent on company profitability. * Two weeks of paid vacation for all non\-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH. * Unlimited paid vacation for all Director and above level positions. * The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non\-Production Line). * 40 hours of paid personal leave (Production Line). * 12 days of paid holidays per year (max 8 hours paid per day). * Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program. * BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions. **Further information** Please visit career.bsh\-group.com and learn about what makes BSH a Top Employer! BSH is an equal opportunity employer and does not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, military service, or any other protected class. By including everyone and ensuring equal opportunities, BSH unleashes its full potential \- EOE / AA Employer. This position is eligible for the Employee Referral Bonus program. We participate in E\-Verify.