Technical Helpdesk Agent Level 2

The Level 2 Technical Assistant provides advanced technical support to dealer networks, acting as a subject-matter expert for complex diagnostic and repair issues. The role collaborates closely with Level 1 support,

Technical Departments, Engineering, Quality, and suppliers to resolve escalations, reduce repeat repairs, and improve post‑sales service quality.

This position directly impacts customer satisfaction, service lead times, first‑time‑fix rates, and dealer efficiency.

Key activities and responsibilities

• Serve as the primary point of contact for Level 2 technical escalations from dealers and Level 1 support.
• Diagnose complex vehicle issues using OEM diagnostic tools (e.g., Diagbox, wiTECH) and interpret electrical schematics to guide accurate repairs.
• Provide expert guidance on one or more domains: chassis/body, telematics and multiplexing (including OTA updates), low‑emission vehicles (L...