Technical Support Specialist

3 months ago

Southfield, United States Lucid Motors Full time $23 - $25
As an Automotive EV Technical Support Specialist, also known as a Customer Care Specialist, plays a crucial role in assisting customers with technical issues related to their Lucid Motors vehicle hardware and software. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with creativity and a technical support aptitude. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns are crucial.

The address of Lucid Motors office is 26533 Evergreen Road, Travelers Tower II, Southfield, MI 48076. This position is an onsite role and will not be able to accommodate remote or hybrid.

Responsibilities include:
  • Handling Customer Support Cases: Providing technical assistance through Phone, Email, SMS, and Chat inquiries.
  • Responding to customer concerns with urgency and ownership for resolutions.
  • Updating Tech Tips: Maintaining the company knowledge base by creating, editing, and posting brief documents and tech tips.
  • Evaluating troubleshooting Processes: Assessing compatibility between new and updated technology with existing systems.
  • Improving Existing Processes: Reviewing proposed changes and making recommendations.
  • Testing System Functionality: Ensuring Lucid vehicle components work optimally.
  • Create and Maintain Customer Relationships: Demonstrate credibility and create customer confidence through emotional intelligence and expert-level product knowledge.
  • Data Integrity and Privacy: Appropriately and accurately use systems to keep customer and Lucid’s information secure and confidential.

Qualifications:
  • Availability to work weekends and support flexible schedules to support customers 365 days of the year. 
  • The shifts we are hiring for are evenings, 1:30 PM - 10 PM EST & 4:30 PM - 1 AM EST.
  • Full-time attendance during 3-week training is mandatory.
  • 2+ years of experience in technical support and troubleshooting required.
  • High school Diploma or GED required.
  • Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience.
  • Eagerness to take on new responsibilities.
  • Excellent communication and technical comprehension skills.
  • Detail-oriented and highly precise. Flexible, proactive, attention to detail, and inclination to contribute with strong critical thinking and common sense.
  • Skilled in navigating ambiguity in a high-volume, high-touch atmosphere.
  • Familiar with MS Office Suite (e.g. Outlook) and related communication tools (e.g. CRM).
  • Familiar with Mac OS
  • Flexibility to work evenings shifts, weekends, or holidays.

Nice to have:
  • The automotive industry or Electric Vehicle (EV) experience is highly desired.
  • Fluent in multiple languages (Canadian French, Spanish, or others).

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