EV Technical Service Agent

Are you ready to be at the forefront of a monumental shift in how we power our world? Join a rapidly growing, innovative company, partnered with Aquent, that is redefining the energy and power industry. This is your chance to be a pivotal force in building a future free from grid outages, powered by renewable energy, and driven by decentralized resources. We’re seeking passionate individuals to contribute to a comprehensive ecosystem of energy infrastructure, charging solutions, and advanced vehicle-to-grid capabilities. About the Role In this critical role, you will be the frontline technical expert, directly impacting customer satisfaction and the reliability of our cutting-edge home charging equipment. Your expertise in diagnostics and troubleshooting will not only resolve immediate issues but also contribute valuable insights that shape future product improvements and operational efficiencies. You’ll empower customers, support service partners, and play a key part in advancing sustainable energy solutions for homes. Key Responsibilities

• Perform remote technical diagnosis and troubleshooting of home charging equipment using available tools.
• Provide clear resolution guidance for site visits when necessary.
• Ensure exceptional customer satisfaction throughout the issue resolution process.
• Create and update customer cases within CRM software.
• Coordinate with logistics for parts ordering and returns.
• Act as a lead for technical escalations from service partners and non-technical advisors.
• Serve as a subject matter expert, providing training and technical insights.
• Offer feedback and insights to improve operational flows and customer satisfaction.
• Determine warranty status and manage claims for equipment.
• Reconcile monthly claims with logistics, as required.
• Facilitate warm transfers and service technician scheduling when needed.
• Train other agents and support the creation of training materials based on your experience. What You’ll Bring (Must-Have Qualifications)
• A strong safety-first mindset.
• Proficiency in IT and Wi-Fi troubleshooting.
• 3 years of experience as an electrician or working with electrical components.
• Minimum 2 years of experience in a call center or customer-facing environment.
• Proficiency in standard office productivity suites (e.g., Microsoft Office Suite) and CRM software.
• The ability to effectively manage competing priorities in a dynamic environment.
• Adept oral and written communication skills, with a focus on understanding customers and conveying information clearly.
• High level of interpersonal skills for effective collaboration.
• Strong computer skills for data development, maintenance, and analysis.
• Demonstrated ability to learn new technologies and processes, and adapt to change.
• A knack for innovation, solving complex issues, and presenting new ideas.
• Excellent time management skills, focusing on impactful activities.
• Responsiveness and understanding of business issues and data challenges in aftersales and IT systems.
• High level of analytical ability to tackle unusual, difficult, or complex problems.
• Ability to lead problem-solving activities and manage resolution targets.
• Associate / Trade degree in a related electrical field or four years of equivalent electrical experience.
• A valid driver’s license. Bonus Points (Nice-to-Have Qualifications)
• Prior experience with charging equipment repair or installation. All candidates must be local and elgible to work in the US without a sponsorship. The target hiring compensation range for this role is $24 / hr. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. LI-NP1 STM About Aquent Talent : Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits! Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive. LI-Remote