EV Technical service Agent

****Pay for this position is $23-25 per hour****

We are seeking a highly skilled and passionate professional to join a groundbreaking team. In this pivotal role, you will be the frontline expert, directly influencing customer satisfaction and the reliability of advanced energy solutions. Your expertise will not only resolve immediate technical challenges but also contribute to the evolution of a comprehensive energy ecosystem, shaping the future of sustainable living.

As a key member of the energy team, you will be responsible for providing essential technical diagnostic and remote troubleshooting support for advanced energy charging equipment. Your efforts will directly contribute to seamless customer experiences and the overall success of groundbreaking energy initiatives. This role reports to the Customer Support Operations Lead within the energy division.

**Key Responsibilities**

* **Technical Diagnosis & Troubleshooting:**

* Navigate available tools to perform remote diagnosis and troubleshooting of advanced energy charging equipment.

* Provide clear resolution guidance for on-site visits by other parties.

* Ensure high customer satisfaction during issue resolution processes.

* **Case Management:**

* Create and update customer cases in Salesforce.

* Coordinate with logistics for parts ordering and returns.

* Serve as a lead for technical escalations from service partners, non-technical advisors, and other stakeholders.

* Provide training as a subject matter expert on technical details.

* Offer insights and feedback to improve operational efficiencies and customer satisfaction.

* **Warranty/RMA/Out of Warranty:**

* Determine warranty status and manage claims.

* Reconcile claims with logistics at month-end, if required.

* Facilitate warm transfers and service technician scheduling, if required.

* **Training & Development:**

* Train other agents as needed.

* Support the creation of training materials based on your experience and expertise.

**Required Skills & Experience**

* Evidence of a safety-first attitude.

* Proficiency in IT and Wi-Fi troubleshooting.

* 3+ years as an electrician or working on electrical components.

* Minimum 2 years of experience in a call center or 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, including understanding the customer, conveying messages effectively, presenting information clearly, and communicating openly.

* High level of interpersonal skills to work effectively with others.

* 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.

* 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 a related space or four years of equivalent experience (electrical).

* Valid driver's license.

**Nice-to-Have Qualifications**

* Experience with advanced energy charging equipment repair or installation.

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**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.

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