Technical service agent will be responsible for handling technical diagnostic and remote troubleshooting customer calls of charging equipment to support with customer care cases and other adjacencies.
This position reports to the Customer Support Ops Lead.
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
Why work with us? We are a woman-owned company that values your ideas, encourages your growth, and always has your back. When you work with us you'll have training opportunities, flexible/remote work options, growth opportunities, 401K and competitive pay. Apply today! We are an EOE, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. https://www.optechus.com/eeo_self_identification/