Automotive Diagnostics Support Specialist

AE Solutions; Olathe (KS); On-site; USD 42,000 - 65,000; Full time

Job summary

AE Solutions in the United States seeks a Technical Solutions Agent to deliver outbound technical support for automotive diagnostics tools and software. You will handle HubSpot tickets and perform proactive outbound calls to troubleshoot and resolve issues.

Responsibilities include guiding customers through installation, configuration, and usage; diagnosing hardware and software issues across platforms like wiTECH, GM MDI, Autel, Ford VCM, and related OEM systems; and maintaining thorough

Qualifications

• 1-3 years in technical support or help desk.
• Hands-on experience with automotive diagnostic tools.
• Familiar with OBD-II and vehicle communications.
• CRM or ticketing system experience; HubSpot is a plus.

Responsibilities

• Manage and resolve inbound support tickets through HubSpot CRM with accurate documentation.
• Conduct outbound calls to troubleshoot and resolve issues with automotive diagnostic tools and software.
• Provide step-by-step guidance on product installation, configuration, connectivity, and usage.
• Diagnose hardware and software issues across diagnostic platforms and OEM tools.
• Escalate complex issues to Tier 2 support with thorough documentation.
• Maintain detailed ticket records and meet defined SLA targets.
• Collaborate with Support & Operations to improve knowledge base content and processes.
• Stay current on product updates and OEM software changes through ongoing training.

Skills

Technical support

Customer-facing

Communication skills

Team collaboration

High-volume environment

Tools

wiTECH

GM MDI

Autel

Ford VCM

Job description

AE Solutions in the United States seeks a Technical Solutions Agent to deliver outbound technical support for automotive diagnostics tools and software. You will handle HubSpot tickets and perform proactive outbound calls to troubleshoot and resolve issues.

Responsibilities include guiding customers through installation, configuration, and usage; diagnosing hardware and software issues across platforms like wiTECH, GM MDI, Autel, Ford VCM, and related OEM systems; and maintaining thorough