Technical Helpdesk Agent Level 1 ( m/w/d)
Core
Provides first-line remote technical support for automotive repair shops, acting as the primary contact for repair-related inquiries across assigned markets.
Role type
Level 1 Technical Helpdesk Agent (Automotive After-Sales)
Builds
Efficient, cost-conscious service delivery for automotive repair operations
Domain
Automotive After-Sales / Vehicle Repair / Mobility Services
Deliverable
client delivery
Required skills
Practical background in technical vehicle diagnostics, experience with complex vehicle systems (powertrain, EV/HEV, ADAS, infotainment, vehicle electronics), knowledge of DTC interpretation and fault finding, familiarity with OTA update processes and software/firmware versioning, proficiency with diagnostic tools and service information systems, ability to document cases and validate troubleshooting steps, understanding of service KPIs and SLAs
Preferred skills
Experience in Service Desk/Contact Center environments, knowledge of OEM service documentation, ability to lead technicians through structured remote support processes, strong written and verbal communication skills, fluency in local languages of supported countries, basic English
Technologies
Diagnostic tools, Service information systems, Ticket/case management platforms, Microsoft 365/Office, CRM/Service-Desk systems
Responsibilities
Serve as the first point of contact for repair inquiries and technical questions from repair shops, provide remote technical support using established diagnostic methods and OEM guidelines, communicate directly with repair shops in the local language to clarify issues, collect symptoms and DTCs, and validate completed steps, perform initial diagnosis, comprehensive case documentation, and determine further processing or escalation steps, escalate unresolved or complex cases to Level 2 support with complete and structured case information, adhere to established process standards, SLAs, and data quality requirements in all interactions and tools, support OTA update processes and basic troubleshooting of software updates, contribute to continuous improvements by applying standardized workflows and suggesting process optimizations
Seniority
Entry-level, hands-on IC