Automotive Service Desk Agent

Location: Madrid, Spain

Position Overview

As a Technical Support Specialist, you will serve as the first point of technical contact for the dealer repair network, providing remote diagnostic assistance and managing incident triage. You will ensure adherence to quality standards and operational processes while escalating complex cases to Level 2 support when required to achieve timely and customer-focused resolutions.

Key Responsibilities

• Provide remote technical support and diagnostic guidance to dealer repair networks.
• Manage and prioritize support requests, ensuring timely and effective resolution.
• Monitor repair progress and analyze repair outcomes, identifying and reporting any deviations.
• Recommend corrective actions and support dealers in resolving technical issues efficiently.
• Review existing processes and contribute to continuous quality improvement initiatives.
• Evaluate dealer per...