Partner Technical Support Specialist

We are currently seeking a Partner Technical Support Specialist. Partners are external entities using Lucid vehicles and technology for their platforms. This position requires an experienced professional with experience reviewing, researching, assessing, managing, and resolving product-related cases in a timely and efficient manner. Our ideal candidate exhibits a can-do attitude and approaches his or her work with vigor and determination. Problem solving skills are paramount. Candidates will be expected to demonstrate excellence in their respective fields, to possess the ability to learn quickly and to strive for perfection within a fast-paced environment.

• Provide technical assistance through phone, email, SMS and chat inquiries.
• Administrate escalated tickets, prioritizing them for further diagnosis.
• Provide training for Partner employees on how to better handle documentation about escalated cases.
• Facilitate remote support of difficult cases through remote and on-site data collection.
• Collaborate with engineers from both Lucid and Partners to solve more difficult diagnoses.
• Attend technical training classes to stay updated on the latest updates and processes.
• Demonstrate credibility and create Partner confidence through expert level product knowledge.

Qualifications

• Availability to work weekends and support flexible schedules to support customers 365 days of the year. 
• Full-time attendance during 3-week training is mandatory
• 2+ years of experience in technical support and troubleshooting required
• High school Diploma or GED required
• Eagerness to take on new responsibilities.
• Excellent communication and technical comprehension skills.
• Detail-oriented and highly precise. Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense.
• Ability to think clearly under pressure.
• Familiar with MS Office Suite (Outlook/Excel/Word) and related tools such as Smartsheet.
• Able to troubleshoot basic network/Windows communication issues
• Experience with data analysis tools, i.e. Grafana, Tableau, etc.
• Intermediate to advanced level of proficiency troubleshooting electrical circuits.
• Familiar with High Voltage powertrain elements and operation.
• Flexibility to work evenings shifts, weekends, or holidays.  

 Nice to have:

• Automotive industry or Electric Vehicle (EV) experience highly desired
• Previous technical help line or OEM Service Center experience
• SAE certifications
• IT support experience