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.

Responsibilities:

• Handle technical diagnostic and remote troubleshooting calls related to home charging equipment
• Navigate available systems and tools to perform remote diagnostics and issue resolution
• Provide technical resolution guidance for onsite service visits and external support teams
• Ensure high levels of customer satisfaction during issue resolution processes
• Create and update customer cases within Salesforce and related systems
• Coordinate with logistics teams for parts ordering, returns, and related support activities
• Serve as the lead contact for technical escalations from service partners, advisors, and support teams
• Provide technical training and subject matter expertise to internal teams and agents
• Share process improvement feedback and operational insights to improve efficiency and customer experience
• Determine warranty eligibility and manage warranty-related claims
• Support claims reconciliation and logistics coordination as needed
• Coordinate warm transfers and service technician scheduling when required
• Train team members on technical processes, troubleshooting, and customer support procedures
• Support the creation and maintenance of training materials based on operational experience
• Lead problem-solving activities and support issue resolution targets

Skills/Qualifications

• Associate degree, trade degree, or equivalent electrical experience required
• Minimum of 3 years of experience as an electrician or working with electrical components
• Experience with EV charging equipment repair or installation strongly preferred
• Minimum of 2 years of experience in a call center or customer-facing support environment
• Strong commitment to safety practices and procedures
• Strong IT and Wi-Fi troubleshooting skills
• Proficiency with Microsoft Word, Outlook, Teams, PowerPoint, Excel, and Salesforce
• Strong ability to manage competing priorities in fast-paced and dynamic environments
• Strong verbal and written communication skills
• Strong interpersonal and customer service skills
• Strong analytical and problem-solving abilities
• Ability to learn new technologies, systems, and processes quickly
• Ability to innovate and resolve complex technical issues
• Strong time management and organizational skills
• Ability to analyze technical and operational data effectively
• Ability to lead troubleshooting and resolution activities

Hours and Location:

• M-F, 40 hours/week
• True remote position: Candidates can be based out of any state, but they must be willing to come on-site in Warren, MI, for the first 3 days for training.
• 2nd shift: 11 am - 8 pm EST

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.