Job Description

Job Title: Technical service Agent
Location - Warren MI
Duration- 12 months
Pay range- $22/hr- $25/hr

Key Responsibilities
Technical diagnosis and troubleshooting
• Navigate available tools to perform remote diagnosis & troubleshooting
• Provide resolution guidance for site visits to other parties
• Ensure high customer satisfaction during issue resolution
Case Management
• Create/update cases in Salesforce
• Work with logistics for parts ordering/return
• Serve as lead for technical escalations from service partners, non technical advisors and others
• 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, 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 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 drivers license

Job Tags

Contract work,

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