Technical Advisor (Home Energy)

Summary of Responsibilities

This person will be responsible for handling technical diagnostic and remote troubleshooting customer calls of charging equipment to support with customer care cases and other adjacencies.

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

This is a remote role. The target hiring compensation range for this role is $30/hr. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

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About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.