Level 2 Technical Support Agent – Europe (On-site | Relocation Required | Local Language Mandatory)

As a Level 2 Technical Support Agent, you will provide advanced technical support for complex vehicle issues and act as a key escalation point for Level 1 teams and dealers.

• Provide second-level technical support for complex vehicle issues
• Support Level 1 agents and assist dealers remotely in resolving advanced cases
• Diagnose and resolve complex technical issues across vehicle systems
• Collaborate with Technical Delegates, Engineering, Quality and Suppliers
• Contribute to improving repair efficiency, service quality and customer satisfaction
• Support technical investigations and contribute to root cause analysis

Your role has a direct impact on customer satisfaction, service quality, repair time and cost efficiency.

Work Setup (Important)

• The role is assigned to one specific country: Germany / Italy / Spain / United Kingdom
• Activity is performed on-site within client infrastructure in that country
• Relocation to the assigned country is required
• No cross-country travel is involved

Key Responsibilities

• Handle technical tickets from assigned language markets (e.g. English / Italian networks)
• Provide remote support and guidance to dealers
• Escalate and coordinate complex cases with internal stakeholders
• Monitor open technical issues and trigger technical discussions when needed
• Support Technical Delegates in field activities when required
• Ensure continuity of service by supporting team workload when needed
• Apply internal processes (e.g. ITEM) to provide solutions and reduce ticket volume
• Manage a minimum of ~3 tickets/day as Level 2 (plus additional Level 1 support during peak phases)