Technical Service Support Specialist – Automotive Customer Support & Diagnostics

Axiom Path•Columbus, IN

5d•Remote

About The Position

The Technical Service Support Specialist provides technical and customer service support for automotive and engine-related repair inquiries, including warranty and non-warranty situations. The role evaluates customer concerns, gathers service information, and helps determine appropriate troubleshooting and repair actions. The team manages approximately 500–600 service requests per month, and individuals handle about 20 service tickets daily while maintaining accuracy, responsiveness, and customer satisfaction. The specialist coordinates straightforward diagnostic and repair activities using established procedures, technical resources, and service support tools. Complex technical problems are escalated to specialized support teams with complete supporting information. The role also documents interactions and repair outcomes, collaborates with technicians and internal teams, stays familiar with products and diagnostic resources, and identifies opportunities to improve support workflows. The position offers remote flexibility for local candidates in Columbus, Indiana, with occasional onsite attendance as needed. The schedule is Monday through Friday, 40 hours per week. Core hours are 6:00 AM–3:00 PM Eastern, with flexibility for later start and end times. Overtime is not typically expected and is optional when available. Training on technical systems, diagnostic applications, and internal procedures is provided on the job. Engagement is W2 only; C2C and 1099 arrangements are not accepted.

Requirements

2–3+ years of relevant experience in automotive customer service, dealership service operations, automotive parts support, or a comparable customer-facing technical service environment.
High school diploma or equivalent.
Strong customer service skills, including listening, clarifying concerns, explaining next steps, and managing customer expectations.
Ability to handle a high volume of customer requests and service tickets without compromising accuracy or professionalism.
Basic proficiency with Microsoft Office applications.
Familiarity with automotive components, repair terminology, maintenance processes, or diagnostic workflows.
Ability to document service issues and customer interactions clearly and accurately.
Strong organizational skills and ability to prioritize multiple requests in a fast-moving environment.
Effective communication, problem-solving, teamwork, and follow-through.
Willingness to learn new technical applications, diagnostic systems, and internal service procedures.

Nice To Haves

Associate degree or higher.
Experience as an automotive service advisor, dealership service representative, automotive parts specialist, or similar service-oriented professional.

Responsibilities

Provide responsive technical and customer service support for automotive and engine-related repair inquiries, including warranty and non-warranty situations.
Evaluate customer concerns, gather relevant service information, and help determine appropriate troubleshooting and repair actions.
Handle approximately 20 service tickets daily while maintaining accuracy, responsiveness, and customer satisfaction.
Coordinate straightforward diagnostic and repair activities using established procedures, available technical resources, and service support tools.
Recognize complex technical problems and escalate them to specialized support teams with complete supporting information.
Document customer interactions, diagnostic findings, troubleshooting activities, and repair outcomes in internal service management systems.
Collaborate with technicians, service personnel, and internal support teams to resolve issues efficiently.
Maintain familiarity with current products, service offerings, and evolving diagnostic resources.
Identify opportunities to improve ticket handling, customer communication, and technical support workflows.
Help customers understand available service resources and solutions that support their repair and maintenance needs.