Technical Service Agent

5 days ago

Detroit, United States InfoTree Full time
Job DescriptionJob Description

Remote - This position is a contractor role that does not require worker to be on-site full-time to perform most effectively. The worker’s role enables him/her to work off-site on a permanent basis. Willing to travel 20-30% of the time, as necessary to execute responsibilities of the position.

There will be some weeks where evening or weekend work is needed to cover call center shifts

 

 

Summary of Responsibilities

Looking to hire a bundled service contract worker. This is for a customer facing role that does technical troubleshooting work on home electrical systems. The ideal candidate has done work as an electrician/electrician’s apprentice but also has customer care experience.

Responsible for handling technical diagnostic and remote troubleshooting customer calls of charging equipment to support with customer care cases and other adjacencies.

 

Key Responsibilities

Technical diagnosis and troubleshooting

  • Navigate available tools to perform remote diagnosis & troubleshooting
  • Provide guidance for site visits to other parties

Case Management

  • Create/update cases
  • Work with logistics for parts ordering/return
  • Serve as lead for technical escalations from service partners
  • 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, 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
  • 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 driver’s license

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