Customer Support Specialist # 1036232
Job Description:

• The energy at our company is contagious. We're driven by our immense passion, as we constantly seek out challenges and identify new opportunities. We work hard to connect with our customers and earn their loyalty for life.
• Bring your talent to our company - our opportunities for growth span the globe. We will give you the training and opportunities to unleash your ambition.
• Remote - This position is a contractor role that does not require worker to be on-site full-time to perform most effectively.
• The worker's role enables him/her to work off-site on a permanent basis. Willing to travel 20-30% of the time, as necessary to execute responsibilities of the position.

 
About US

• Are you passionate about being a part of a start-up that will transform General Motors? Are you interested in entering the fastest growing industry, Energy & Power?
• Our Team was launched in 2021 and is rapidly growing. Our products and solutions include energy infrastructure assets (such as energy storage and integrated charging systems), vehicle to grid capabilities, and software platforms needed to operate and aggregate these assets on the grid.
• We offer a comprehensive EV charging ecosystem from uni-directional chargers to energy storage systems.
• This team envisions a world with no grid outages, fully renewable energy, and decentralized energy resources.
• Our resources, reach, and all-EV future can deliver that future. This disruption is backed by our bold vision of zero crashes, zero emissions and zero congestion.

 
Summary of Responsibilities

• 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
• 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 based on experience
• Sales Integration & Technical Consultation Support

 
Customer Success Responsibilities

• Pre-Sale Technical Consultation - Partner with Home Energy Consultants (HEC) to review customer profiles, site feasibility, electrical requirements, and product compatibility. Participate in Energy Consultation calls to set accurate expectations regarding installation timelines, V2H functionality, and ESS integration
• At-Sale Final Review - Join final sales calls to validate bundle compatibility, reconfirm installation scope, and ensure the customer understands integration details.
• Post-Sale Support Through Commissioning - Provide technical oversight from sale through installation and commissioning, including site assessment support, installer coordination, quote review, and early issue troubleshooting. Remain engaged until the system is marked operational, documenting all technical interactions.
• Cross-Functional Coordination - Work closely with Sales, Installation, and Customer Care teams to ensure a seamless handoff and world-class customer experience, following the established Technical Advisor Integration process.

 
Required Skills / Experience / Education

• Evidence of safety-first attitude
• 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred
• Minimum 2 years of experience in a call center/customer facing environment
• Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce
• The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
• Adept oral and written communication skills that involves understanding the customer; getting the message across; presenting information effectively; and communicating openly
• High level of interpersonal skills to work effectively with others
• Computer skills to develop, maintain, and analyze data
• Demonstrated ability to learn new technologies and processes, and adapt to change
• Ability to innovate, solve complex issues, and present new ideas
• Excellent time management skills - the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
• Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
• High level of analytical ability where problems are unusual, difficult, or complex
• Ability to lead problem solving activities and manage resolution targets
• Associate/Trade degree in related space and or four years of equivalent experience (electrical)
• Valid driver's license

 
Additional Info:
 
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
Follow us on Twitter: https://twitter.com/fasttekglobal
Follow us on Instagram: https://www.instagram.com/fasttekglobal
Find us on LinkedIn: https://www.linkedin.com/company/fasttek
You can become a fan of FastTek on Facebook: https://www.facebook.com/fasttekglobal/
AI & Hiring Disclosure
We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.
All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.
If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.
Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.
To learn more or exercise your rights, please contact us at info@fasttek.com.