Remote - Kia Care, Tech Support & Customer Service Representative

Agero is a leading provider of digital driver assistance services, and they are seeking a Tech Support & Customer Service Representative. In this role, you will handle vehicle-related inquiries, provide technical support, and resolve complex customer issues with exceptional care.

Responsibilities:

• Handle inbound calls and outbound follow-ups to resolving concerns, from troubleshooting Kia Connect and mobile app integration to navigating warranty coverage, repair assistance, and service campaigns
• Serve as the bridge between customers, dealerships, Kia, and any third party vendors, ensuring smooth communication and empathetic solutions
• Listen actively, acknowledge concerns, and deliver calm, personalized support to frustrated callers while focusing on positive, lasting resolutions
• Partner with dealerships, Kia, and external & internal teams to resolve a range of issues related to in-car technology, subscription services, warranty coverage, and backordered parts
• Record all case details and customer interactions accurately, ensuring timely follow-up and resolution
• Help customers troubleshoot vehicle features such as the Owner’s Portal, Bluetooth, infotainment, radio, and navigation with clear, step-by-step support
• Use web-based systems and CRM tools to manage workflows, coordinate service requests, and track case progress
• Thrive in an independent, performance-driven remote environment where reliability, empathy, and consistent quality service are recognized and rewarded

Requirements:

• Must currently live in the state of Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia
• 1+ year of customer service, sales, or technical support (preferably in a fast-paced contact center). Good tenure, demonstrated career progression, and prior remote work experience are strong plus
• Genuine passion for helping others, with proven experience in customer-facing or support roles
• Comfortable using Google Workspace (Docs, Sheets, Slides, Gmail) and web-based systems to manage customer and vehicle information
• Thrive in a professional virtual contact center environment, collaborating effectively with peers and leaders remotely on the phone, through email or chat, and on Zoom
• Availability for all shifts - days, evenings, or nights, and on weekends & holidays, or other peak call times as needed to support our customers
• Must pass a criminal background screening
• To work with us, you will need to provide your own gear. This includes a quiet workspace free from distractions. A compatible personal desktop or laptop computer, wired high-speed internet, a webcam, an active cell phone, and a wired headset are all required
• Computer: Personal desktop or laptop with OS Windows 11 versions 24H2 or 25H2
• Processor: Intel or AMD 2+ cores, minimum 3.5 GHz (boosted/turbo speed). CPU cannot be more than 5 years old
• RAM: 8 GB or greater
• Storage: Minimum 20 GB free space
• Webcam
• Wired Headset
• Browser: Google Chrome 23+ or Mozilla Firefox 3+
• Internet: Secure, wired high-speed connection
• Minimum upload: 10 Mbps
• Minimum download: 25 Mbps
• Maximum latency: 80 ms (up to 100 ms)
• Cell Phone: In-service device capable of SMS text messaging and app downloads (used for two-step authentication)
• Security: Device must be password-protected
• Good tenure, demonstrated career progression, and prior remote work experience are strong plus