As a Level 1 Technical Support Agent, you will be the first point of contact for technical support in the vehicle repair process, supporting local dealer networks.
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Provide first-level support to repairers (dealerships/workshops)
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Communicate directly with repairers in their local language (german)
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Identify and understand technical issues encountered on vehicles
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Ensure that all recommended diagnostic steps and procedures are followed
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Provide solutions when available or guide repairers toward resolution
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Escalate complex cases to Level 2 support when needed
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Work in line with established technical assistance processes and standards
Your goal is to resolve technical incidents as quickly as possible and at the lowest cost, ensuring high-quality support for the network.
Key Responsibilities
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Manage and track support cases using internal systems (PAMIR)
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Ensure full traceability of each case
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Respect service level agreements (SLAs) and response times
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Handle an average of ~10 tickets per day
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Ensure timely resolution according to standard lead times