Technical Service Agent – $20.63/hr

Remote Jobs, Tech. Jobs, Technical Support
Anywhere
28/06/2025
$20 - $23 / hour
Full Time Remote
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Job Description

Join a leader in the automotive industry as they revolutionize the future of energy. As a Technical Service Agent, you’ll play a crucial role in supporting customers with their cutting-edge home charging equipment. You will be the go-to expert, providing top-notch technical assistance and ensuring a seamless experience for those embracing sustainable energy solutions. Get ready to empower customers on their journey towards a greener future!

Be a driving force in shaping the future of energy! In this exciting role, you will:

  • Dive into the world of technical diagnostics and troubleshooting, using your expertise to remotely resolve customer challenges related to home charging equipment.
  • Masterfully navigate available tools and resources to perform remote diagnosis and troubleshooting, ensuring swift and effective solutions.
  • Provide expert guidance for on-site visits when necessary, collaborating with field teams to ensure comprehensive customer support.
  • Champion customer satisfaction by delivering exceptional service during the entire issue resolution process.
  • Skillfully manage cases within Salesforce, meticulously documenting interactions and ensuring timely follow-up.
  • Collaborate with logistics teams for efficient parts ordering and returns, streamlining the support process.
  • Act as the lead for technical escalations, providing expert guidance to service partners and non-technical advisors.
  • Empower fellow team members by sharing your technical expertise through training sessions and knowledge sharing.
  • Contribute to process improvement by providing valuable insights and feedback, enhancing efficiency and customer satisfaction.
  • Determine warranty status and manage claims, ensuring accurate and timely processing.
  • Collaborate with logistics to reconcile claims, maintaining financial accuracy and accountability.
  • Facilitate warm transfers and schedule service technician visits as needed, ensuring seamless customer handoffs.
  • Train other agents on technical details and best practices, fostering a culture of continuous learning.
  • Contribute to the development of training materials, leveraging your expertise to enhance team knowledge and performance.

Must-Haves:

  • A safety-first mindset, prioritizing the well-being of yourself and others.
  • 3+ years of experience as an electrician or working with electrical components. EV charging equipment repair/installation experience is a major plus!
  • Minimum 2 years of experience in a call center or customer-facing environment, demonstrating your ability to provide exceptional service.
  • Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel, showcasing your technical aptitude.
  • Experience with Salesforce, demonstrating your ability to manage customer interactions effectively.
  • Ability to juggle multiple priorities while maintaining effectiveness in a dynamic environment.
  • Excellent oral and written communication skills, ensuring clear and concise interactions with customers and colleagues.
  • Strong interpersonal skills, fostering positive relationships and effective collaboration.
  • Proven ability to learn new technologies and processes, adapting to change with ease.
  • Excellent time management skills, enabling you to focus on the most impactful activities.
  • Strong analytical skills, allowing you to solve complex problems and present innovative solutions.
  • Associate/Trade degree in a related field or four years of equivalent electrical experience.
  • Valid driver’s license.

The target hiring compensation range for this role is $20 to $23 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

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