EV Technical Service Agent (100% Remote)

A partner of The Mom Project in the automotive industry is seeking a contract Technical Service Agent to help support their business needs.

The Technical Service Agent – Energy Home is responsible for handling technical diagnostics and remote troubleshooting of home charging equipment, supporting customer care cases and related service needs.

This role focuses on resolving technical issues through structured troubleshooting, providing accurate guidance to customers, and ensuring a high-quality support experience.

The position reports to the Customer Support Operations Lead.

Please note the work schedule for this role is 11 am - 8 pm EST.

Responsibilities:

• Perform remote technical diagnosis and troubleshooting using available tools
• Provide resolution guidance for on-site service visits and external partners
• Ensure high customer satisfaction throughout issue resolution
• Create and update cases in Salesforce with accurate and timely information
• Coordinate with logistics teams for parts ordering and returns
• Serve as the escalation point for technical issues from service partners and internal teams
• Provide subject matter expertise and training on technical topics
• Share insights and feedback to improve processes, efficiency, and customer experience
• Determine warranty status and manage claims, including out-of-warranty scenarios
• Reconcile warranty claims with logistics at month-end as needed
• Coordinate service technician scheduling and warm transfers when required
• Train team members and contribute to the development of training materials

Skills and Qualifications:

• Associate or trade degree in a related electrical field or equivalent experience
• 3+ years of experience working with electrical components; EV charging equipment experience preferred
• Minimum 2 years of experience in a call center or customer-facing environment
• Strong safety-first mindset
• Experience with IT and Wi-Fi troubleshooting
• Experience with EV charging equipment repair or installation preferred
• Proficiency in Microsoft Office tools, including Word, Excel, Outlook, PowerPoint, and Teams
• Experience using Salesforce or similar CRM systems
• Ability to manage competing priorities in a fast-paced and dynamic environment
• Strong verbal and written communication skills
• Strong interpersonal skills with the ability to collaborate effectively
• Analytical skills with the ability to troubleshoot complex issues
• Ability to learn new technologies and adapt to changing processes
• Strong problem-solving and critical thinking abilities
• Excellent time management and organizational skills
• Ability to lead problem-solving efforts and meet resolution targets
• Experience working with after-sales or IT systems data
• Valid driver’s license

Hours and Location:

• M-F, 40 hours/week
• 100% remote
• This role will exclusively be 2nd shift (11 am-8 pm EST)
• Training will be on-site for 3 days.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.