Technical Service Agent – Energy & Charging Systems (Remote)

Position Overview

The Technical Service Agent provides remote diagnostic support and troubleshooting for residential energy and EV charging systems. This role is responsible for resolving technical issues, supporting customer inquiries, and coordinating service activities to ensure high levels of customer satisfaction.

This position operates in a fast-paced, customer-focused environment and requires strong technical troubleshooting skills, communication abilities, and experience working with electrical systems and customer support platforms.

Key Responsibilities

Technical Diagnostics & Troubleshooting

• Perform remote diagnostics and troubleshooting of energy and charging systems
• Utilize available tools to identify root causes and provide resolution guidance
• Support field service teams with technical direction for on-site repairs
• Ensure timely and effective resolution of technical issues

Customer Support

• Provide live support to customers during troubleshooting calls
• Deliver a high level of customer satisfaction and communication throughout the resolution process

Case Management

• Create, update, and manage cases within Salesforce or similar CRM systems
• Coordinate with logistics for parts ordering, returns, and replacements
• Serve as a point of escalation for technical issues from service partners and support teams

Warranty & Claims Support

• Determine warranty eligibility and manage related claims
• Support reconciliation of warranty claims and service activities
• Coordinate service scheduling and technician dispatch as needed

Training & Continuous Improvement

• Provide training and technical guidance to internal teams
• Assist in developing training materials and process documentation
• Identify opportunities to improve workflows, tools, and customer experience

Required Qualifications

• Associate degree, trade certification, or equivalent experience in electrical or related field
• 3+ years of experience working with electrical systems or components
• Experience with EV charging equipment installation, maintenance, or repair (strongly preferred)
• Minimum 2 years of experience in a customer-facing or call center environment
• Proficiency with:
• Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint)
• CRM tools such as Salesforce
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Valid Driver’s License

Preferred Qualifications

• Experience supporting energy, power, or EV charging systems
• Familiarity with aftersales support and service operations
• Experience leading or supporting technical training initiatives
• Strong understanding of warranty processes and service workflows

Work Environment & Schedule

• Primarily remote position with limited on-site requirements (initial onboarding and occasional optional activities)
• Fast-paced, dynamic environment requiring strong multitasking and adaptability

Additional Information

• Opportunity to support cutting-edge energy and EV charging technologies
• High-impact role focused on improving customer experience and technical support operations
• Exposure to rapidly growing energy and electrification sector

EOE (including Disability/Veterans)