Automotive EV Technical Support Specialist

3 weeks ago


Southfield, Michigan, United States Lucid Motors Full time
Job Summary

We are seeking a highly skilled and customer-focused Automotive EV Technical Support Specialist to join our team at Lucid Motors. As a key member of our support team, you will play a crucial role in providing exceptional technical assistance to our customers, ensuring their satisfaction and loyalty to our brand.

Key Responsibilities
  • Technical Support: Provide timely and effective technical assistance to customers through various channels, including phone, email, and chat.
  • Case Management: Respond to customer concerns with urgency and ownership, ensuring that issues are resolved efficiently and effectively.
  • Knowledge Base Management: Maintain and update our company knowledge base by creating, editing, and posting technical tips and documents.
  • Process Improvement: Evaluate and assess troubleshooting processes, ensuring compatibility between new and updated technology and existing systems.
  • System Testing: Test and ensure the optimal functionality of Lucid vehicle components.
  • Customer Relationship Management: Develop and maintain strong relationships with customers, demonstrating credibility and expertise through emotional intelligence and product knowledge.
  • Data Integrity and Privacy: Safeguard customer and company information by using systems accurately and confidentially.
Requirements
  • Availability: Availability to work weekends and flexible schedules to support customers 365 days a year.
  • Shifts: Evening shifts, 1:30 PM - 10 PM EST & 4:30 PM - 1 AM EST.
  • Training: Full-time attendance during 3-week training is mandatory.
  • Experience: 2+ years of experience in technical support and troubleshooting required.
  • Education: High school Diploma or GED required.
  • Skills: 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.
  • Software Proficiency: Familiarity with MS Office Suite (e.g. Outlook) and related communication tools (e.g. CRM). Familiarity with Mac OS.
  • Flexibility: Flexibility to work evening shifts, weekends, or holidays.
Preferred Qualifications
  • Industry Experience: The automotive industry or Electric Vehicle (EV) experience is highly desired.
  • Language Skills: Fluency in multiple languages (Canadian French, Spanish, or others).


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