Technical Solutions Agent

Position Summary

The Technical Solutions Agent (TSA) is a front-line technical support role responsible for delivering high-quality, outbound-driven support to AE Solutions customers. TSAs work primarily through Hub Spot ticketing and direct outbound phone calls, resolving technical issues related to automotive diagnostic tools and software. This is a fast-paced, high-volume environment that requires strong communication skills, technical aptitude, and a genuine commitment to customer satisfaction.

• Manage and resolve inbound support tickets through Hub Spot CRM, ensuring timely follow-up and accurate documentation
• Conduct outbound calls to customers proactively to troubleshoot, diagnose, and resolve issues with automotive diagnostic tools and software
• Provide step-by-step technical guidance on product installation, configuration, connectivity, and usage
• Diagnose hardware and software issues related to automotive diagnostic tools (including platforms such as wiTECH, Ford IDS, Toyota GTS+ and related OEM systems)
• Escalate complex or unresolved issues to Tier 2 support or product specialists with thorough documentation
• Maintain accurate and detailed ticket records in Hub Spot, including issue descriptions, troubleshooting steps taken, and resolutions
• Meet or exceed defined SLA targets for response time, resolution time, and customer satisfaction
• Collaborate with the broader Support & Operations team to identify recurring issues, improve knowledge base content, and contribute to process improvements
• Stay current on product updates, new tools, and OEM-specific diagnostic software changes through ongoing training

• 1-3 years of experience in a technical support, help desk, or customer-facing troubleshooting role
• Hands-on experience with automotive diagnostic tools (e.g., wiTECH, GM MDI, Autel, Ford VCM, or similar interfaces/tools)
• Familiarity with automotive electronics, OBD-II systems, and vehicle communication protocols
• Experience working in a high-volume ticket and call environment
• Proficiency with CRM or ticketing platforms;
  Hub Spot experience is a strong plus
• ASE certification or formal automotive/electronics trade background is not required

• Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users
• High attention to detail and thorough documentation habits
• Self-motivated with the ability to manage and prioritize a queue of open tickets
• Professional and patient demeanor when working with frustrated or confused customers
• Ability to learn new tools and product lines quickly
• Team-oriented with a collaborative mindset