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.
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Provide second-level technical support for complex vehicle issues
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Support Level 1 agents and assist dealers remotely in resolving advanced cases
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Diagnose and resolve complex technical issues across vehicle systems
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Collaborate with Technical Delegates, Engineering, Quality and Suppliers
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Contribute to improving repair efficiency, service quality and customer satisfaction
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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.
Key Responsibilities
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Handle technical tickets
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Provide remote support and guidance to dealers
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Escalate and coordinate complex cases with internal stakeholders
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Monitor open technical issues and trigger technical discussions when needed
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Support Technical Delegates in field activities when required
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Ensure continuity of service by supporting team workload when needed
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Apply internal processes (e.g. ITEM) to provide solutions and reduce ticket volume
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Manage a minimum of ~3 tickets/day as Level 2 (plus additional Level 1 support during peak phases)