Technical Service Agent - 2nd shift (Hybrid - Warren, MI)

Posted 1 month ago
Job closed
Tuple

Technical Service Agent - 2nd shift (Hybrid - Warren, MI)

Our Client - Automotive company

  • Warren, MI
$24.00 - $26.00/hour
Exact compensation may vary based on skills, experience, and location.
40 hrs/wk
Contract (w2)
Remote work partially (40%)
Travel not required
Start date
June 23, 2025
End date
June 23, 2026
Superpower
Customer Service
Capabilities
Technical Support
Preferred skills
Automotive Industry
Customer Service
Microsoft Word
Interpersonal Communications
Scheduling
Electronic Components
Writing
Analytical Skills
Equipment Repair
Aftersales
Remote Troubleshooting
Time Management
Problem Solving
Communication
Microsoft Excel
Microsoft PowerPoint
Case Management
Microsoft Outlook
Call Center Experience
Preferred industry experience
Automotive
Experience level
0 - 4 years of experience

Job description

A partner of The Mom Project in the automotive industry is seeking a contract Paralegal to handle technical diagnostic and remote troubleshooting customer calls of energy home charging equipment to support customer care cases and other adjacencies.


This role is hybrid in Warren, MI and will work 2nd shift (11am-8pm EST).


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 a subject matter expert on technical details
  • Provide flow-related insights/feedback to improve efficiencies and customer satisfaction

Warranty/RMA/Out of Warranty

  • In conjunction with 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 the creation of training materials based on experience


Qualifications:

  • 3+ years as an 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, Excel, and Salesforce
  • The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
  • Evidence of a safety-first attitude
  • Adept oral and written communication skills that involve understanding the customer, getting the message across, presenting information effectively, and communicating openly
  • High level of interpersonal skills to work effectively with others
  • Computer skills to develop, maintain, and analyze data
  • Demonstrated ability to learn new technologies and processes, and adapt to change
  • Ability to innovate, solve complex issues, and present new ideas
  • Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
  • Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
  • High level of analytical ability where problems are unusual, difficult, or complex
  • Ability to lead problem-solving activities and manage resolution targets
  • Associate/Trade degree in related space and or four years of equivalent experience (electrical)
  • Valid driver’s license


Hours and Location:

  • Monday - Friday, 40 hours/week
  • This role is hybrid in Warren, MI
  • 2nd Shift - 11am-8pm 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.

All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have U.S. residency at the time of application.

If you are a person with a disability needing assistance with the application, or at any point in the hiring process, please contact us at support@themomproject.com.