L2 Technical Support Specialist
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Provide Level 2 technical support for high-end and EV vehicles via phone, email, remote diagnostics tools, remote and video troubleshooting
- Troubleshoot and resolve complex mechanical, electrical, and software-related issues.
- Collaborate with Level 1 support, engineering teams, and dealerships to escalate and resolve issues efficiently.
- Document all support interactions and technical findings in the CRM or ticketing system.
- Assist in developing knowledge base articles and technical documentation.
- Participate in shift work, including evenings, weekends, and holidays as required.
- Maintain up-to-date knowledge of vehicle systems, software updates, and diagnostic tools.
- Experience with remote diagnostics platforms and OEM diagnostic tools.
- Minimum 3 years of technical support experience in the automotive industry, preferably with premium/EV brands.
- Experience in a call center or customer support environment.
- Experience in managing a small team is a plus.
- Familiarity with CRM systems (e.g., Salesforce, Zendesk).
- Passion for automotive technology and innovation.
- Strong understanding of EV systems, CAN bus diagnostics, and vehicle telematics.
- Excellent problem-solving and analytical skills.
- Strong communication skills in English (additional languages are a plus).
- Ability to work rotational shifts and extended hours when needed.
- Certification or training in automotive diagnostics or EV systems is a plus (e.g., ASE, OEM certifications).
- Decision-making skills.
- Experience in extended warranty.
- Cost management skills.