The Level 1 Technical Assistant provides first-line support to automotive repairers, acting as the primary contact for all repair-related requests within assigned markets.
The role delivers remote technical assistance in the local language, ensures timely and accurate issue triage, and escalates to Level 2 support when required.
The position safeguards adherence to established processes and quality standards, enabling efficient, cost-conscious, and customer-centric service delivery.
- Serve as the first point of contact for repair requests and technical inquiries from repairers.
- Provide remote technical assistance and guidance, leveraging diagnostic best practices and OEM procedures.
- Communicate directly with repairers in the local language to clarify concerns, collect symptoms and DTCs, and validate steps taken.
- Perform initial triage, document cases comprehensively, and determine resolution path or escalation criteria.
- Escalate unresolved or complex cases to Level 2 support with complete, structured case information.
- Adhere to established process standards, SLAs, and data quality requirements across all interactions and tools.
- Support and guide repairers through OTA update processes and basic software update troubleshooting.
- Record and maintain accurate case notes, resolutions, and knowledge artifacts to improve first-time fix rates.
- Collaborate with cross-functional teams to share recurring issues, trends, and improvement opportunities.
- Contribute to continuous improvement by following standardized workflows and proposing process enhancements.