EV Technical service Agent

Overview

THIS IS A 2nd SHIFT ROLE**** 11am-8pm EST*******

Join a dynamic team revolutionizing the automotive industry through energy solutions! As a Technical Service Agent, you’ll be a key player in ensuring seamless customer experiences with cutting-edge charging technology. Your expertise will directly impact customer satisfaction and contribute to the widespread adoption of sustainable energy solutions.
Be a driving force in the future of energy! We are seeking a skilled Technical Service Agent to provide top-tier support for our residential charging equipment. You will be the go-to expert, remotely diagnosing technical issues, troubleshooting problems, and guiding customers toward effective solutions. Your ability to navigate complex technical landscapes and deliver exceptional customer service will be essential to our mission of creating a greener future.

What You’ll Do:

• Perform remote diagnostics and troubleshooting of residential charging equipment using available tools.
• Provide clear and concise guidance for on-site visits when necessary.
• Ensure exceptional customer satisfaction throughout the issue resolution process.
• Create and update cases within Salesforce, meticulously tracking all interactions.
• Collaborate with logistics teams for efficient parts ordering and returns.
• Act as the point person for technical escalations from various internal and external partners.
• Deliver expert training on technical details to colleagues and partners.
• Provide valuable feedback to improve processes and enhance customer satisfaction.
• Determine warranty status and manage claims effectively.
• Reconcile monthly claims with logistics, ensuring accurate record-keeping.
• Schedule service technicians and facilitate warm transfers as needed.
• Train fellow agents and contribute to the development of training materials.

Must-Haves:

• Demonstrated commitment to safety.
• Strong IT and Wi-Fi troubleshooting skills.
• 2+ years of experience in a call center or customer-facing environment.
• Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, Excel, and Salesforce.
• Excellent oral and written communication skills.
• Strong interpersonal skills and ability to work effectively in a team.
• Proficient computer skills for data development, maintenance, and analysis.
• Adaptability to new technologies, processes, and a dynamic environment.
• Problem-solving skills and the ability to present innovative ideas.
• Excellent time management skills.
• Understanding of business issues and data challenges in aftersales and IT systems.
• High level of analytical ability to tackle complex problems.
• Ability to lead problem-solving activities and manage resolution targets.
• Associate/Trade degree in a related field or four years of equivalent electrical experience.
• Valid driver’s license.

Nice-to-Haves:

• 3+ years of experience as an electrician or working with electrical components.
• Experience with EV charging equipment repair and installation.

The target hiring compensation range for this role is $XX to $XX.
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.