Technical Service Agent EV Home Charging

Are you passionate about being a part of a start-up that will transform a company Are you interested in entering the fastest growing industry Energy & Power

Our Energy team was launched in 2021 and is rapidly growing. Company Energy products and solutions include energy infrastructure assets (such as energy storage and integrated charging systems) vehicle to grid capabilities and software platforms needed to operate and aggregate these assets on the grid.

Company Energy offers a comprehensive EV charging ecosystem from uni-directional chargers to energy storage systems. This team envisions a world with no grid outages fully renewable energy and decentralized energy resources. Company resources reach and all-EV future can deliver that future. This disruption is backed by the bold Company vision of zero crashes zero emissions and zero congestion.

Summary of Responsibilities

Technical service agent Company Energy Home will be responsible for handling technical diagnostic and remote troubleshooting customer calls of Company Energy Home charging equipment to support with customer care cases and other adjacencies.

This position reports to the Company Energy Customer Support Ops Lead.

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 drivers license