Position: Technical Service Agent, OEM Energy HomePosition Summary:This position is a hybrid of customer support, but also half the role will be a technical documentation creator, who can develop troubleshooting material and training documents to support our customer care team. This role will exclusively be 2nd shift- (11am-8pm EST).Position Details:OEM's Energy team was launched in 2021 and is rapidly growing. OEM Energy products and solutions include energy infrastructure assets (such as energy storage and integrated charging systems), vehicle to grid capabilities, and software platforms needed to operate and aggregate these assets on the grid.OEM Energy offers a comprehensive EV charging ecosystem from uni-directional chargers to energy storage systems. This team envisions a world with no grid outages, fully renewable energy, and decentralized energy resources. OEM's resources, reach, and all-EV future can deliver that future. This disruption is backed by the bold OEM vision of zero crashes, zero emissions and zero congestion.Summary of Responsibilities:Technical service agent, OEMM Energy Home will be responsible for handling technical diagnostic and remote troubleshooting customer calls of OEM Energy Home charging equipment to support with customer care cases and other adjacencies.This position reports to the OEM Energy Customer Support Ops Lead.Key Responsibilities:Technical diagnosis and troubleshootingNavigate available tools to perform remote diagnosis & troubleshootingProvide resolution guidance for site visits to other partiesEnsure high customer satisfaction during issue resolutionCase ManagementCreate/update cases in SalesforceWork with logistics for parts ordering/returnServe as lead for technical escalations from service partners, non-technical advisors and othersProvide training as subject matter expert on technical detailsProvide flow related insights/feedback to improve efficiency and customer satisfactionWarranty/RMA/Out of WarrantyIn conjunction to general case management responsibilities:Determine warranty status & manage claimsReconcile at month end for claims made with logistics, if requiredWarm transfers/ service tech scheduling, if requiredTrainingTrain other agents as requiredSupport creation of training materials based on experienceRequired Skills / Experience / Education:Evidence of safety-first attitudeIT and wi-fi troubleshooting skillset3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferredMinimum 2 years of experience in a call center/customer facing environmentProficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and SalesforceThe ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environmentAdept oral and written communication skills that involve understanding the customer; getting the message across; presenting information effectively; and communicating openlyHigh level of interpersonal skills to work effectively with othersComputer skills to develop, maintain, and analyze dataDemonstrated ability to learn new technologies and processes, and adapt to changeAbility to innovate, solve complex issues, and present new ideasExcellent 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 goalResponsive and understanding of business issues and data challenges in Aftersales and IT SystemsHigh level of analytical ability where problems are unusual, difficult, or complexAbility to lead problem solving activities and manage resolution targetsAssociate/Trade degree in related space and four years of equivalent experience (electrical)Valid driver's license