Level 1 Technical Support Agent – Europe (On-site | Relocation Required | Local Language Mandatory)

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 within a specific European country.

• Provide first-level support to repairers (dealerships/workshops)
• Communicate directly with repairers in their local language
• Identify and understand technical issues encountered on vehicles
• Ensure that all recommended diagnostic steps and procedures are followed
• Provide solutions when available or guide repairers toward resolution
• Escalate complex cases to Level 2 support when needed
• 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.

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

• Manage and track support cases using internal systems (PAMIR)
• Ensure full traceability of each case
• Respect service level agreements (SLAs) and response times
• Handle an average of ~10 tickets per day
• Ensure timely resolution according to standard lead times