Job Description
Job Description
ABOUT AE SOLUTIONS
AE Solutions (AE Tools Holdings, LLC) is a fast-growing technology solutions company serving customers across automotive diagnostics, managed services, and rugged field technology. We support a rapidly expanding customer base that includes independent repair shops, dealership networks, fleet operations, utility sector, state DOTs and enterprise accounts nationwide. Our support team plays a critical role in the customer experience, and we take pride in the quality and responsiveness of the help we provide.
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 HubSpot 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.
CORE RESPONSIBILITIES
Core responsibilities include, but are not limited to:
- Manage and resolve inbound support tickets through HubSpot 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 HubSpot, 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
Preferred Qualifications
- 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; HubSpot experience is a strong plus
- ASE certification or formal automotive/electronics trade background is not required
Core Competencies (All Candidates)
- 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