EV Technical service Agent

Overview

Aquent is partnering with a leading innovator in sustainable energy solutions, a company dedicated to shaping the future of mobility and power. This organization is at the forefront of developing advanced energy ecosystems, committed to delivering cutting-edge technology that transforms how we live and move.

Are you ready to be a pivotal force in the electrifying world of advanced energy? We’re seeking a highly skilled and passionate professional to join a groundbreaking team where your expertise will directly influence customer satisfaction and the reliability of advanced energy solutions. This is your chance to not only resolve immediate technical challenges but also contribute significantly to the evolution of a comprehensive energy ecosystem, shaping the future of sustainable living and directly impacting our customers’ seamless experience with cutting-edge technology.

Key Responsibilities

• Perform remote diagnosis and troubleshooting of advanced energy charging equipment, utilizing available tools to identify and resolve complex technical issues.
• Provide clear, actionable resolution guidance for on-site visits by service partners, ensuring efficient and effective problem-solving.
• Ensure exceptional customer satisfaction throughout the issue resolution process, acting as a trusted advisor.
• Create and meticulously update customer cases in Salesforce, maintaining accurate records of interactions and resolutions.
• Coordinate seamlessly with logistics teams for timely parts ordering and efficient returns management.
• Serve as a primary lead for technical escalations, providing expert guidance to service partners, non-technical advisors, and other stakeholders.
• Act as a subject matter expert, providing training on technical details to other team members and contributing to a knowledgeable support environment.
• Offer valuable insights and feedback to continuously improve operational efficiencies and elevate overall customer satisfaction.
• Determine warranty status and expertly manage claims, ensuring adherence to policy and customer expectations.
• Reconcile claims with logistics at month-end, as required, maintaining financial accuracy.
• Facilitate warm transfers and schedule service technician visits when necessary, ensuring smooth transitions for customers.
• Train other agents as needed, fostering a culture of continuous learning and skill development.
• Support the creation of comprehensive training materials, leveraging your experience and expertise to build valuable resources.

Compensation

The target hiring compensation range for this role is $23-25 per hour.

Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

Required Skills & Experience

• Demonstrated safety-first attitude in all work practices.
• Proficiency in IT and Wi-Fi troubleshooting, capable of diagnosing and resolving connectivity issues.
• 3+ years of experience as an electrician or working extensively on electrical components.
• Minimum 2 years of experience in a call center or customer-facing environment, delivering exceptional support.
• Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; along with Salesforce for case management.
• The ability to effectively balance competing priorities while maintaining effectiveness in a dynamic, often fast-paced environment.
• Adept oral and written communication skills, including understanding customer needs, conveying messages clearly, presenting information effectively, and communicating openly.
• High level of interpersonal skills to collaborate effectively with diverse teams and individuals.
• Strong computer skills to develop, maintain, and analyze data, supporting informed decision-making.
• Demonstrated ability to quickly learn new technologies and processes, and adapt seamlessly to change.
• Ability to innovate, solve complex issues creatively, and present new ideas for improvement.
• Excellent time management skills – the ability to effectively and efficiently prioritize and focus on the most impactful activities.
• Responsive and understanding of business issues and data challenges within support and technical systems.
• High level of analytical ability, particularly for addressing unusual, difficult, or complex problems.
• Ability to lead problem-solving activities and manage resolution targets to successful completion.
• Associate/Trade degree in a related field or four years of equivalent experience in an electrical capacity.
• Valid driver’s license.

Nice-to-Have Qualifications

• Experience with advanced energy charging equipment repair or installation.

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.