Technical Support Specialist
Talascend is currently seeking a Technical Support Specialist for a Remote opportunity
Overview
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
Qualifications
- 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
We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.
Drug Screen may be required.
We will consider qualified applicants with a criminal history pursuant to Federal, State and Local law, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance and the San Francisco Fair Chance Ordinance. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Talascend is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Applicants with criminal histories are encouraged to apply. To find out more visit California Fair Chance Act.
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.
Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.