Technical Service Agent – Home Energy Systems
Location: Remote
Shift: 2nd Shift (11:00 am – 8:00 pm EST, exclusively)
Pay Rate: $25–$27 per hour (based on experience)
Long term contract
Company Overview
Join a rapidly expanding organization at the forefront of the Energy & Power sector. We deliver a comprehensive suite of energy infrastructure solutions, innovative software platforms, and advanced energy storage/EV charging systems. Our mission is to build a future powered by renewable energy, enhanced grid reliability, and decentralized energy resources.
Position Summary
As a Technical Service Agent, you will provide advanced technical diagnostics and remote troubleshooting for home energy charging equipment. You’ll play a key role in customer issue resolution, escalating complex problems, and driving continuous process improvement—ensuring industry-leading customer satisfaction and technical excellence.
Key Responsibilities
Technical Support & Troubleshooting
- Conduct remote diagnostics and resolve issues for home energy charging products using advanced tools.
- Guide on-site service partners and third-party technicians through resolution steps.
- Maintain high customer satisfaction throughout service delivery.
Case & Escalation Management
- Create, document, and manage customer cases in Salesforce.
- Coordinate logistics for part orders and equipment returns.
- Lead technical escalations from service partners and internal teams.
- Act as a subject matter expert, delivering training and troubleshooting support.
Warranty & Claims Management
- Assess warranty status and process claims (including RMA and out-of-warranty cases).
- Perform month-end reconciliation of claims and logistics data.
- Manage warm transfers and schedule service technicians as required.
Training & Process Improvement
- Train new and current service agents; contribute to ongoing training material development.
- Identify process improvements and provide feedback to enhance efficiency and customer experience.
Required Qualifications
- Demonstrated commitment to safety protocols and best practices.
- Proven expertise in IT and Wi-Fi troubleshooting.
- At least 3 years’ experience as an electrician or with electrical system components (EV charging installation/repair experience preferred).
- Minimum 2 years of experience in a call center or customer-facing support role.
- Proficiency in Microsoft Office Suite and Salesforce.
- Exceptional communication skills; capable of explaining complex technical information to diverse audiences.
- Strong interpersonal skills and a collaborative team mindset.
- Excellent organization and multitasking ability in a fast-paced setting.
- Skilled with computers and able to analyze and manage technical data.
- Creative approach to problem-solving and a strong analytical mindset.
- Experience leading troubleshooting/resolution initiatives.
- Associate or trade degree in electrical field, or equivalent experience (minimum four years).
- Valid driver’s license.
- The Process: To apply for this position, please follow these steps: Apply for this job with your current resume. We’ll get back to you the same day with some feedback on your application. Next you’ll be invited to an online screening conversation so we can go over the job requirements together and you can ask questions. After this stage we’ll give you more feedback on your application and select the candidates to move forward in the process. Typically steps 1 to 4 takes less than 24 hours.
Equal Opportunity Employer
HRU is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.