Technical Support Specialist
Role details
Job location
Tech stack
Job description
The technical support specialist will handle remote troubleshooting and diagnostics for energy-related equipment, ensuring high customer satisfaction and efficient case management. The role includes technical diagnosis, case documentation, warranty and RMA management, and support in training new agents. Responsibilities
- Perform remote diagnosis and troubleshooting of energy home charging equipment
- Provide resolution guidance for site visits and escalation as needed
- Create and update cases in Salesforce and manage logistics for parts
- Serve as a technical escalation point from various support channels
- Contribute to the creation of training materials and train other agents
- Manage warranty claims and reconcile claims with logistics
- Support new technology learning and process adaptation
Requirements
- Evidence of safety-first attitude
- IT and Wi-Fi troubleshooting skills
- 3+ years as an electrician or working with electrical components; EV charging experience strongly preferred
- Minimum 2 years of experience in a call center or customer-facing environment
- Proficiency in Microsoft Office Suite and Salesforce
- Ability to manage multiple priorities effectively in a dynamic environment
- Excellent communication skills, both oral and written
- High interpersonal skills for effective teamwork
- Strong data analysis and problem-solving skills
- Ability to learn new technologies and adapt to change
- Excellent time management skills
- Associate or trade degree in a related field or four years of electrical experience
- Valid driver's license
Benefits & conditions
Pay range is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. Talascend also offers a variety of benefits including: health and disability insurance, 401(k), EAP, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, plan requirements, schedule type, and client work site mandates.
