EV Technical Service Agent

Job Description

Job Description

FULLY REMOTE position: 3-day training in Warren, MI

This role will exclusively be the following shift- (11am-8pm EST).

Required Skills / Experience / Education

· IT and WIFI troubleshooting skillset

· 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

Associate/Trade degree in related space and/ or four years of equivalent experience (electrical).

Summary of Responsibilities

Technical service agent will be responsible for handling technical diagnostic and remote troubleshooting customer calls of our client's home 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 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

· 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

Company Description

Why work at G-Tech?
G-Tech is a woman-owned company that values your ideas, encourages your growth, and always has your back. When you work at G-Tech, not only do you get health and dental benefits, but you also have training opportunities, flexible/remote work options, growth opportunities, 401K and competitive pay. Apply today!

G-Tech is an Equal Opportunity Employer (EOE), all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

By submitting your application, you acknowledge that recruiting technologies, including AI-assisted tools, may be used to support candidate evaluation, sourcing, matching, and communications.

Company Description

Why work at G-Tech?\r\nG-Tech is a woman-owned company that values your ideas, encourages your growth, and always has your back. When you work at G-Tech, not only do you get health and dental benefits, but you also have training opportunities, flexible/remote work options, growth opportunities, 401K and competitive pay. Apply today!\r\n\r\nG-Tech is an Equal Opportunity Employer (EOE), all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.\r\n \r\nBy submitting your application, you acknowledge that recruiting technologies, including AI-assisted tools, may be used to support candidate evaluation, sourcing, matching, and communications.