EV Charging Technical Support Specialist

Benefits:

• Life Insurance
• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

WHO WE ARE:

Our state-of-the-art modular EV chargers are designed to not only meet but exceed the
demands of the modern consumer. We are an innovative EV charging company aiming
to provide excellent customer service and support throughout the installation and
ownership process. Our chargers are designed for reliability, easy serviceability by any
technician, and customizability to each client’s needs. We aim to provide high-
performance, eco-friendly charging solutions that are reliable, powerful, user-friendly,
and accessible.
We are committed to being industry leaders by reliably delivering customized, customer-
centric solutions. We endeavor to deliver unparalleled customer service by swiftly
providing optimal solutions tailored to individual client needs.

JOB SUMMARY:
As an EV Charger Technical Support Specialist, you are a subject matter expert with all
things EV charging.  You know how to diagnose and repair DC electric vehicle
chargers.  You will be responsible for providing technical assistance and support to
customers and field technicians and reviewing customer tickets regarding electric
vehicle (EV) charging equipment. You will troubleshoot issues, offer solutions, and
ensure customer satisfaction. This role requires excellent communication skills, a strong
technical background in electrical systems, and the ability to work efficiently in a fast-
paced environment. You will cover a range of issues with a timely response, preparing
equipment, tools, parts, and scope of work for resolving field issues.

ESSENTIAL FUNCTIONS:

• Provide prompt and courteous technical support to customers via written andverbal communication. Address inquiries related to EV charger installation,
  operation, maintenance, and troubleshooting.
• Diagnose technical issues with EV charging equipment remotely. Utilize technical knowledge and troubleshooting tools to identify problems and implement solutions efficiently.
  
  
• Assist customers and field technicians with installation procedures, configuration settings, diagnosis and software updates for EV charging stations. Provide clear
  and concise instructions to ensure proper equipment functionality.
• Maintain accurate records of customer interactions, technical issues, and resolutions in a CRM/Ticketing system. Create detailed troubleshooting guides
  and FAQs to assist customers and improve support processes.
• Collaborate with cross-functional teams, including engineering, product management, and sales, to escalate complex issues and contribute to product
  improvement initiatives. Provide feedback on common customer issues and
  suggest product enhancements.
• Work independently and meet deadlines
• Willingness to travel domestically. 
• Other duties as assigned.  

Education and Experience:

• Bachelor's degree in Electrical Engineering, Computer Science, or related field preferred but not required. 
• Proven experience in technical support or field service, preferably in the electric vehicle industry.
• Strong understanding of electrical systems, including AC and DC power distribution, wiring diagrams, and electrical codes preferred.
• Proficiency in using diagnostic tools and software for troubleshooting electronic devices, networking, software and hardware.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences effectively.
• Customer-focused attitude with a passion for providing exceptional service andsupport.
• Ability to work independently and prioritize tasks in a dynamic environment.
  
  
• Competencies:
• Understands and lives a “customer first” mentality with empathy, pragmatism anda hands-on approach
• Communication skills, oral and written presentation skills
• Champion for Diversity, Equity & Inclusion
• Structured, and organized with the ability to prioritize tasks

Physical Requirements: 

• Stand, walk, sit, talk, hear, type, and write.
• Reach with hands and arms, bend, stand on a stool, or climb, and use fingers and hands to feel objects, tools, or controls.
• Use standard office equipment such as computers, smartphones, printers, photocopiers, etc.
• Prolonged periods of sitting at a desk and working on a computer.
• Lift files and open desk drawers and filing cabinets.

Note: This job description is intended to provide a general overview of the positio