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 will be responsible for technical diagnostics, remote troubleshooting, and customer care for Energy Home charging equipment. This contractor role supports customers and internal teams by resolving cases, providing subject matter expertise, and ensuring exceptional service throughout the customer journey.

Responsibilities:

Technical Diagnosis & Troubleshooting

• Perform remote diagnostics using available tools.
• Provide clear guidance for site visits and escalated technical issues.
• Ensure high levels of customer satisfaction during issue resolution.

Case Management

• Create and update cases in Salesforce.
• Partner with logistics teams for parts ordering and returns.
• Serve as escalation lead for technical issues from service partners and non-technical advisors.
• Provide process feedback to drive efficiencies and improve customer satisfaction.

Warranty/RMA/Out-of-Warranty

• Determine warranty status and manage claims.
• Support reconciliation of claims with logistics.
• Schedule service technicians and manage warm transfers when required.

Training & Enablement

• Train other agents as needed.
• Support the creation of training content and knowledge resources.

Customer Success & Sales Integration

• Pre-Sale Technical Consultation - Partner with Home Energy Consultants to review customer profiles, site feasibility, electrical requirements, and product compatibility. Participate in Energy Consultation calls to set accurate expectations regarding installation timelines, V2H functionality, and ESS integration
• At-Sale Final Review - Join final sales calls to validate bundle compatibility, reconfirm installation scope, and ensure the customer understands integration details.
• Post-Sale Support Through Commissioning - Provide technical oversight from sale through installation and commissioning, including site assessment support, installer coordination, quote review, and early issue troubleshooting. Remain engaged until the system is marked operational, documenting all technical interactions.
• Cross-Functional Coordination - Work closely with Sales, Installation, and Customer Care teams to ensure a seamless handoff and world-class customer experience, following the established Technical Advisor Integration process.

Skills and Qualifications:

• Associate/Trade degree in a related field or 4 years equivalent experience in electrical work.
• 8+ years of experience, journeyman experience in the electrical space/electronic space (high emotional intelligence)
• 3+ years as an electrician or in electrical component repair/installation (EV charging experience preferred).
• 2+ years in a call center or customer-facing environment.
• Proficiency with Microsoft Office Suite (Word, Outlook, Teams, PowerPoint, Excel) and Salesforce.
• Strong diagnostic, problem-solving, and technical communication skills.
• Proven ability to prioritize effectively in fast-paced, dynamic environments.
• Demonstrated ability to adapt to new technologies and evolving processes.
• Excellent written and verbal communication skills.
• Strong interpersonal skills for cross-team collaboration.
• Valid driver’s license.
• Safety-first mindset.
• Analytical thinker with high problem-solving ability.
• Effective time management and prioritization skills.
• High level of accountability and ownership.
• Ability to manage complex or unusual issues to resolution.
• Ability to travel 20-30% of the time

Preferred:

• EV charging equipment installation/repair background.
• Training and knowledge-sharing experience.
• Familiarity with after-sales systems and IT tools.

Hours and Location:

• Monday - Friday, 40 hours/week.
• This role is 100% remote.

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.