Technical Service Agent

Overview

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.

About Aquent Talent:
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.