Technical Support-EVSE
$25 - $28 per hourFull-time
Zero Impact Energy
Benefits:
- Competitive salary
- Health insurance
- Paid time off
- Coordinate scheduling between several service providers and the internal team’s shifts to ensure we have coverage for our EVOLV Charging platform.
- Act as the frontline support for customer inquiries providing timely and effective resolution to tickets and issues. This includes but is not limited to issues related to: Billing, account management, charging accessibility and convenience, or troubleshooting charging hardware and software.
- Work with the engineering team to quickly understand our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products.
- Occasionally able to travel into the field to provide hands-on technical support to high-value customers to ensure lasting relationships.
- Communicate regularly with Sales, Marketing, Engineering to maintain and understand product features/specifications, and develop quality control standards.
- Be the go-to person for understanding the EV charging process and identifying common problems during troubleshooting.
- Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge.
- Maintain a deep understanding of the organization’s products, services, and technical infrastructure.
- Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume, issue categories, resolution time, customer satisfaction, and the movement in these metrics over various time-periods.
- Analyze support data to identify trends, root causes of recurring issues or KPI deviations, areas for improvement, and make recommendations to senior management to drive strategic decision-making.
- Act as an escalation point for complex technical issues, providing guidance and assistance to resolve them promptly.
- Develop and maintain team technical training plans leveraging industry knowledge and internal company resources and personnel; and support the creation and upkeep of a companywide knowledge resource on the related materials and technologies.
- Bachelor’s degree in computer science, engineering, a related field, or equivalent experience.
- Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
- You have customer technical support experience where you solved problems that were technical.
- You are flexible. While you have a set schedule there may be times where you need to cover for your team.
- Your attention to detail is unmatched. You find details that are often overlooked by co-workers and can use them to solve repetitive problems.
- You have a background in EV charging or experience at an existing organization.
Vacancy posted 10 days ago
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