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EV Technical service Agent

Epitec, Inc

Warren, MI(remote)

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JOB DETAILS
SALARY
SKILLS
Analysis Skills, Call Centers, Case Management, Claims Management, Communication Skills, Computer Skills, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Analysis, Driver's License, Electrical Components, Electricity, Equipment Maintenance/Repair, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Leadership, Logistics, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Presentation/Verbal Skills, Problem Solving Skills, Salesforce.com, Set Goals, Team Player, Time Management, Training/Teaching, Writing Skills
LOCATION
Warren, MI
POSTED
1 day ago
Job Title: EV Technical service Agent
Location: Remote
Job Type: Business
Expected hours per week: 40 hours per week
Schedule: Remote (must be in EST) 
Shift: 2nd shift- (11am-8pm EST)
Pay Range: $29 an hour 

Key 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
Customer Support
  • Support customers over live troubleshooting calls to resolve issues
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 subject matter expert on technical details
  • Provide flow related insights/feedback to improve efficiencies and customer satisfaction
Warranty/RMA/Out of Warranty
In conjunction to 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 creation of training materials based on experience

Required Skills / Experience / Education
  • Evidence of safety-first attitude
  • 3+ years as 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, and Excel; and Salesforce
  • The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
  • Adept oral and written communication skills that involves understanding the customer; getting the message across; presenting information effectively; and communicating openly
  • High level of interpersonal skills to work effectively with others and customers
  • 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
Benefits: 80 hours paid time off, medical insurance contributions, dental vision and our 401k retirement savings plan

#INDOEM
#LI-SH1

About the Company

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Epitec, Inc

Epitec is a leading staffing and recruiting services company with a mission to make staffing personal. We go beyond traditional hiring by truly understanding our candidates and matching them with the perfect opportunities. We offer competitive compensation, career growth, and support throughout the entire process. Working with top Fortune 500 companies, we are recognized for our excellence with numerous awards, including Best & Brightest and diversity recognitions. At Epitec, we're redefining the future of employment. 

COMPANY SIZE
2,500 to 4,999 employees
INDUSTRY
Staffing/Employment Agencies
EMPLOYEE BENEFITS
Professional Development, 401K, Employee Referral Program, Life Insurance
FOUNDED
1978
WEBSITE
https://epitec.com/

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