Application Support IT Associate

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines. The Group also provides complete solutions for financing and service. The Volvo Group, with its headquarters in Gothenburg, employs about 100,000 people, has production facilities in 18 countries and sells its products in more than 190 markets.

The Dealer Support Center (DSC) is the responsible area for all IT service requests related to the Volvo Group Dealerships. Offering support for all the Group's brands (Volvo Trucks, Renault Trucks, Mack Trucks, etc.), the DSC is located in Bangalore, Beijing, Curitiba, Ghent, Gothenburg, Greensboro, and Wroclaw, and is globally recognized for its expertise in the aftermarket business areas. This specific position is for the Dealer Support Center Latin America (DSC LA), located in the city of Curitiba. DSC LA is responsible for all Latin American markets, including Argentina, Colombia, Peru and Chile.

We are looking for / Required Skills:

An individual with bachelor’s degree in information technology. Other business graduations may beconsidered in case there are proven experience in aftermarket/end customer areas.
Someone with knowledge of the automotive aftermarket segment, especially regarding billing, warranty,inventory management, and maintenance planning.
Fluent in English and Spanish.
When we specify "fluent," we mean C2 level or native. C1 level may be acceptable in some cases, butbelow this level, the candidate will unfortunately have to be rejected.
The candidate needs to have proven analytical skills, a willingness to help customers, and problem-solvingskills.
Demonstrate a proactive profile.
Someone used to work with the markets of Peru, Argentina, Chile, and Colombia, understanding thecultural aspects and contexts of these markets.
A professional motivated to solve problems and who enjoys challenges, sometimes in a somewhatpressured environment, but who understands that their work has a great purpose for the development ofVolvo Group's business. 

Your day-to-day responsibilities will be:

Attend to various aftermarket IT system support requests by phone and Customer Portal from Volvo Groupdealership employees.
Analyze cases through troubleshooting to provide solutions that maximize the operational sales and post-sales process.
Transfer and escalate cases to second-level teams, following ITIL premises.
Conduct end-to-end follow-ups with the user and second-level teams through frequent follow-ups.
Create and implement internal and external process improvements through Kaizens and Agilemethodologies.
Contribute to strategic business objectives through actions that improve our Services.
Manage all Second Shift cases.
As we serve all Latin American countries, there will be work shifts on the Brazilian holiday calendar.