Customer Service Technician Tier I

Troy - USA

Monthly Salary: $ 50000 - 55000

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

The Client Success Tier I Representative (Administrator) is the first point of contact for Future Energy clients and is accountable for responding to client inquiries assisting with account- or product-related questions and ensuring effective triage or resolution of issues. The representative will strive to resolve issues on the first contact when possible and support senior and technical team members through accurate documentation and administrative prep work. This is a developmental role designed for individuals who are eager to grow their knowledge of EV technology through structured training and hands-on experience.

Main responsibilities include:

Responsibility #1 - Client Interaction & Support

Responds promptly and professionally to client inquiries through various communication channels (phone calls voicemails emails texts ).
Understands Future Energy products and services and can apply that knowledge when addressing client related issues. Utilizes internal resources (scripts knowledge base CRM) to resolve common issues and answer frequently asked questions. Provides accurate information about products services and procedures.
Strives to enhance the client experience by providing efficient empathetic and professional service. Achieves or exceeds first contact resolution targets for low-complexity issues.

Responsibility #2 - Administrative & Ticket Support

Documents all client interactions and issues in the CRM to ensure that information is aligned and accurate. Maintains detailed records of troubleshooting steps and resolutions provided.
Performs call intake tasks including identity verification product/service lookups and ticket setup.
Supports ticket follow-up tasks such as scheduling callbacks sending reference materials or confirming resolutions.

Responsibility #3 - Learning & Knowledge Development

Participates in structured onboarding and ongoing training focused on EV systems charging infrastructure and client platform usage.
Builds familiarity with product updates support tools and standard operating procedures.
Demonstrates initiative in learning about new services and troubleshooting techniques over time.

Responsibility #4 - Team Collaboration & Continuous Improvement

Actively contributes to team meetings and knowledge-sharing sessions.
Supports service quality goals by following best practices for call handling documentation and handoffs.
Provides feedback on system performance client needs or workflow improvements.

If you have at least 3 years experience in a contact center can demonstrate how youve supported clients in a technical capacity in the past and enjoy problem solving Future Energy may be the place for you!! Other requirements include:

Minimum of an Associates degree is preferred but not required if you have the experience.
Experience working in the EV fast charging space is preferred but also not required. Your technical aptitude is whats really important!
Good follow-up skills to ensure accurate completion of client requests.

A demonstrated ability to multi-task.
A high degree of reliability thoroughness and attention to detail.
The ability to work on-site at our Troy MI location.

Required Experience:

Manager

Main responsibilities include:

Responsibility #1 - Client Interaction & Support

Responds promptly and professionally to client inquiries through various communication channels (phone calls voicemails emails texts ).
Understands Future Energy products and services and can apply that knowledge when addressing client related issues. Utilizes internal resources (scripts knowledge base CRM) to resolve common issues and answer frequently asked questions. Provides accurate information about products services and procedures.
Strives to enhance the client experience by providing efficient empathetic and professional service. Achieves or exceeds first contact resolution targets for low-complexity issues.

Responsibility #2 - Administrative & Ticket Support

Documents all client interactions and issues in the CRM to ensure that information is aligned and accurate. Maintains detailed records of troubleshooting steps and resolutions provided.
Performs call intake tasks including identity verification product/service lookups and ticket setup.
Supports ticket follow-up tasks such as scheduling callbacks sending reference materials or confirming resolutions.

Responsibility #3 - Learning & Knowledge Development

Participates in structured onboarding and ongoing training focused on EV systems charging infrastructure and client platform usage.
Builds familiarity with product updates support tools and standard operating procedures.
Demonstrates initiative in learning about new services and troubleshooting techniques over time.

Responsibility #4 - Team Collaboration & Continuous Improvement

Actively contributes to team meetings and knowledge-sharing sessions.
Supports service quality goals by following best practices for call handling documentation and handoffs.
Provides feedback on system performance client needs or workflow improvements.

Minimum of an Associates degree is preferred but not required if you have the experience.
Experience working in the EV fast charging space is preferred but also not required. Your technical aptitude is whats really important!
Good follow-up skills to ensure accurate completion of client requests.