• Conduct technical analysis of customer-reported issues to identify root causes, system behavior patterns, and potential product defects • Handle customer inquiries via ticketing systems in a structured, reliable, and timely manner • Support users in understanding and effectively using our software in their daily workflows • Communicate clearly and professionally with customers in German, ensuring a high-quality support experience • Contribute to the creation and maintenance of help center articles, guides, and support materials • Collaborate closely with Product and Engineering teams to report bugs and share customer feedback • Continuously identify recurring issues and contribute to improving support processes and product usability

Role Description As a Level 1 Technical Support Agent , you will be the first point of contact for technical support in the vehicle repair process, supporting local dealer networks within a specific European country. - Provide first-level support to repairers (dealerships/workshops) - Communicate directly with repairers in their local language - Identify and understand technical issues encountered on vehicles - Ensure that all recommended diagnostic steps and procedures are followed - Provide solutions when available or guide repairers toward resolution - Escalate complex cases to Level 2 support when needed - Work in line with established technical assistance processes and standards - Your goal is to resolve technical incidents as quickly as possible and at the lowest cost, ensuring high-quality support for the network. Work Setup (Important) - The role is assigned to one specific country: Germany / Italy / Spain - Activity is performed remote Key Responsibilities - Manage and track support cases using internal systems (PAMIR) - Ensure full traceability of each case - Respect service level agreements (SLAs) and response times - Handle an average of ~10 tickets per day - Ensure timely resolution according to standard lead times Qualifications - Technical Requirements: - Experience in aftersales automotive and technical diagnostics - Strong understanding of vehicle systems and components - Familiarity with OTA (Over-the-Air) updates and software-related issues - Ability to analyze technical problems and provide structured solutions - Ability to clearly explain technical topics (written & verbal) - Soft Skills: - Result-oriented and well-organized - Strong communication skills (written and spoken) - Customer-focused mindset - Attention to detail and problem-solving attitude - Languages: - ✔️ Mandatory: Fluent in the local language of the assigned country (German / Italian / Spanish) Requirements - Initial contract: 6 months - Possibility to extend up to 24 months, depending on project visibility - Open to B2B collaboration as well as standard employment - Please specify in your application the country you are applying for. Benefits - Meal vouchers - Easter and Christmas gift vouchers (discretionary) - Private clinic medical subscription - Discounts at partner dental clinics - Internal Courses: LinkedIn Learning and other internal tools - Referral bonuses - Christmas party - Other benefits according to legal provisions

Role Description As a Level 2 Technical Support Agent , you will provide advanced technical support for complex vehicle issues and act as a key escalation point for Level 1 teams and dealers. - Provide second-level technical support for complex vehicle issues - Support Level 1 agents and assist dealers remotely in resolving advanced cases - Diagnose and resolve complex technical issues across vehicle systems - Collaborate with Technical Delegates, Engineering, Quality and Suppliers - Contribute to improving repair efficiency, service quality and customer satisfaction - Support technical investigations and contribute to root cause analysis Your role has a direct impact on customer satisfaction, service quality, repair time and cost efficiency. Work Setup (Important): - The role is assigned to one specific country: Germany / Italy / Spain - Activity is performed remote Qualifications - Technical Requirements: - Strong experience in aftersales automotive and technical diagnostics - Solid knowledge of automotive systems and diagnostic tools (e.g. Diagbox, wiTECH) - Ability to read and interpret wiring diagrams and technical documentation - Expertise in at least one of the following areas: - Chassis & Body - Telematics / Connectivity / OTA updates - Low emission vehicles (LEV, PHEV, etc.) - Engine & Gearbox (Gasoline/Diesel) - Ability to analyze complex technical issues and provide structured solutions - Soft Skills: - Customer-oriented mindset and cost awareness - Strong organizational and coordination skills - Ability to work with cross-functional teams - Clear communication and knowledge-sharing abilities - Autonomous, proactive and well-organized - Languages: - Mandatory: Fluent in the local language of the assigned country (German / Italian / Spanish) Requirements - Initial contract: 6 months - Possibility to extend up to 24 months, depending on project visibility - Open to B2B collaboration as well as standard employment Benefits - Meal vouchers - Easter and Christmas gift vouchers (discretionary) - Private clinic medical subscription - Discounts at partner dental clinics - Internal Courses: LinkedIn Learning and other internal tools - Referral bonuses - Christmas party - Other benefits according to legal provisions: - Reimbursement for glasses - Reimbursement for business travel

• Provide a professional & proficient standard of chat, phone, and email support for Global English customers of products like Captivate, FrameMaker, RoboHelp, RoboHelp Server, FrameMaker Publishing Server, and Technical Communication Suite. • Deliver technical and customer support along with issue resolution to Top Value Customers, Enterprise (ETLA) customers, Teams (VIP/eVIP), and Individual Subscription customers. • Use the right resources to resolve cases. • Deliver First Call Resolution by handling customer requests and resolving customers' technical and non-technical issues as often as possible during the first contact for assigned products. • Accurately detail every customer communication in a case tracking database. • Achieve personal performance targets, including case resolution, AUX hygiene, open case aging and first contact resolution rate. • Conduct advanced research on issues brought up by regional Tier 1 Engineers. • Assist in testing new and enhanced product features. • Assist in special projects and other duties as assigned.