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.ResponsibilitiesHandle technical diagnostic and remote troubleshooting calls related to home charging equipmentNavigate available systems and tools to perform remote diagnostics and issue resolutionProvide technical resolution guidance for onsite service visits and external support teamsEnsure high levels of customer satisfaction during issue resolution processesCreate and update customer cases within Salesforce and related systemsCoordinate with logistics teams for parts ordering, returns, and related support activitiesServe as the lead contact for technical escalations from service partners, advisors, and support teamsProvide technical training and subject matter expertise to internal teams and agentsShare process improvement feedback and operational insights to improve efficiency and customer experienceDetermine warranty eligibility and manage warranty-related claimsSupport claims reconciliation and logistics coordination as neededCoordinate warm transfers and service technician scheduling when requiredTrain team members on technical processes, troubleshooting, and customer support proceduresSupport the creation and maintenance of training materials based on operational experienceLead problem-solving activities and support issue resolution targetsSkills/QualificationsAssociate degree, trade degree, or equivalent electrical experience requiredMinimum of 3 years of experience as an electrician or working with electrical componentsExperience with EV charging equipment repair or installation strongly preferredMinimum of 2 years of experience in a call center or customer-facing support environmentStrong commitment to safety practices and proceduresStrong IT and Wi-Fi troubleshooting skillsProficiency with Microsoft Word, Outlook, Teams, PowerPoint, Excel, and SalesforceStrong ability to manage competing priorities in fast-paced and dynamic environmentsStrong verbal and written communication skillsStrong interpersonal and customer service skillsStrong analytical and problem-solving abilitiesAbility to learn new technologies, systems, and processes quicklyAbility to innovate and resolve complex technical issuesStrong time management and organizational skillsAbility to analyze technical and operational data effectivelyAbility to lead troubleshooting and resolution activitiesHours and Location:M-F, 40 hours/weekTrue remote position: Candidates can be based out of any state, but they must be willing to come on-site in Warren, MI, for the first 3 days for training. 2nd shift: 11 am - 8 pm ESTAn 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.