Remote - Kia Care, Tech Support & Customer Service Representative

Agero

3d•$17•Remote

About The Position

As a Connect Total Case Specialist in Kia Consumer Affairs, you’ll handle a wide range of customer cases related to the modern driving experience - from infotainment troubleshooting and mobile app connectivity to warranty coverage, technical support, and dealership issues. While your primary focus is the Kia Connect digital ecosystem, including the Kia Owners Portal and vehicle subscription services - you are a versatile advocate prepared to assist with traditional vehicle concerns when needed. Customers may reach out with general technology questions or in stressful situations, and your role is to provide calm, clear, empathetic guidance every time. You’ll act as a trusted liaison between customers, dealerships, and Kia - ensuring customers receive the help they need and hang up feeling heard, valued, and confident in their connected technology and ownership experience.

Requirements

Empathy in Action: You listen with care, respond with compassion, and support customers through stressful situations.
Case Management & Multi-tasking Mastery: Manage multiple calls, dispatch requests, and systems efficiently. Able to speak to customers or providers on the phone, while typing detailed call notes, looking up information, and navigating multiple screens. You take ownership of your work, prioritize effectively, and follow through on every case.
Strong Communicator: You set clear expectations, keep your word, and build trust through empathetic two-way communication.
Problem-Solver & De-escalator: You stay calm under pressure, think critically, and offer innovative solutions.
Customer Advocate: You go the extra mile to ensure concerns are fully understood and resolved.
Computer Proficiency & Technical Support Skills: Skilled at navigating multiple digital tools and CRM software confidently. Able to type at least 45 wpm accurately on a computer keyboard. You’re comfortable troubleshooting infotainment, navigation, Bluetooth, and other vehicle technologies with clear step-by-step guidance.
Location: Must currently live in the state of Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
Experience: 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.
Customer Focus: Genuine passion for helping others, with proven experience in customer-facing or support roles.
Technical Skills: Comfortable using Google Workspace (Docs, Sheets, Slides, Gmail) and web-based systems to manage customer and vehicle information.
Remote Readiness: 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.
Flexibility: Availability for all shifts - days, evenings, or nights, and on weekends & holidays, or other peak call times as needed to support our customers.
Background Check: Must pass a criminal background screening.
Home Office Setup (BYOD): 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

Nice To Haves

Good tenure, demonstrated career progression, and prior remote work experience are strong plus.

Responsibilities

Manage a High Volume of Cases: 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.
Be the Customer’s Voice: Serve as the bridge between customers, dealerships, Kia, and any third party vendors, ensuring smooth communication and empathetic solutions.
De-escalate and Resolve: Listen actively, acknowledge concerns, and deliver calm, personalized support to frustrated callers while focusing on positive, lasting resolutions.
Collaborate for Success: 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.
Document with Care: Record all case details and customer interactions accurately, ensuring timely follow-up and resolution.
Provide Technical Guidance: Help customers troubleshoot vehicle features such as the Owner’s Portal, Bluetooth, infotainment, radio, and navigation with clear, step-by-step support.
Navigate Digital Tools: Use web-based systems and CRM tools to manage workflows, coordinate service requests, and track case progress.
Excel in our Contact Center: Thrive in an independent, performance-driven remote environment where reliability, empathy, and consistent quality service are recognized and rewarded. Connect directly with your teammates, peers, and leaders while working online using Zoom and Google Chat. Team work and positive attitude required.