Job Title: EV Technical service Agent
Location: Remote
Job Type: Business
Expected hours per week: 40 hours per week
Schedule: Remote (must be in EST)
Shift: 2nd shift- (11am-8pm EST)
Pay Range: $29 an hour
Key Responsibilities
Technical diagnosis and troubleshooting
- Navigate available tools to perform remote diagnosis & troubleshooting
- Provide resolution guidance for site visits to other parties
- Ensure high customer satisfaction during issue resolution
Customer Support
- Support customers over live troubleshooting calls to resolve issues
Case Management
- Create/update cases in Salesforce
- Work with logistics for parts ordering/return
- Serve as lead for technical escalations from service partners, non technical advisors and others
- Provide training as subject matter expert on technical details
- Provide flow related insights/feedback to improve efficiencies and customer satisfaction
Warranty/RMA/Out of Warranty
In conjunction to general case management responsibilities:
- Determine warranty status & manage claims
- Reconcile at month end for claims made with logistics, if required
- Warm transfers/ service tech scheduling, if required
Training
- Train other agents as required
- Support creation of training materials based on experience
Required Skills / Experience / Education
- Evidence of safety-first attitude
- 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred
- Minimum 2 years of experience in a call center/customer facing environment
- Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce
- The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
- Adept oral and written communication skills that involves understanding the customer; getting the message across; presenting information effectively; and communicating openly
- High level of interpersonal skills to work effectively with others and customers
- Computer skills to develop, maintain, and analyze data
- Demonstrated ability to learn new technologies and processes, and adapt to change
- Ability to innovate, solve complex issues, and present new ideas
- Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
- Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
- High level of analytical ability where problems are unusual, difficult, or complex
- Ability to lead problem solving activities and manage resolution targets
- Associate/Trade degree in related space and or four years of equivalent experience (electrical)
- Valid driver’s license
Benefits: 80 hours paid time off, medical insurance contributions, dental vision and our 401k retirement savings plan
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