Technical Helpdesk Agent Level 1 ( m/w/d)
Core
Provide first-line remote technical support to 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 vehicle repair operations
Domain
Automotive After-Sales / Vehicle Repair / Mobility Services
Deliverable
client delivery
Required skills
Automotive after-sales support experience, practical technical diagnosis background, complex vehicle system support, DTC interpretation, OTA update troubleshooting, structured case documentation, remote support process execution, service information system usage, ticket management platform proficiency, technical data handling, structured diagnostic guidance, process compliance adherence, analytical thinking, detail orientation
Preferred skills
Experience with Service Desk/Contact Center environments, knowledge of Aftersales processes and OEM documentation, familiarity with powertrain/EV/HEV/ADAS/Infotainment systems, Microsoft 365/Office proficiency, strong written and verbal communication in local languages, English proficiency
Technologies
Service information systems, ticket management platforms, diagnostic tools, OTA update tools, Microsoft 365/Office, CRM 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. Ensure adherence to established process standards, SLAs, and data quality requirements in all interactions and tools. Support OTA update processes and basic troubleshooting for software updates. Contribute to continuous improvements by applying standardized workflows and suggesting process optimizations.
Seniority
Entry-level to Junior, hands-on IC