Technical Support-EVSE

Summary

Zero Impact Energy is an end-to-end Renewable Energy provider specializing in EV Charging solutions and energy infrastructure projects. The Technical Support representative will provide customer support, collaborate with sales and engineering teams, and ensure effective communication with clients while tracking project completion.

Responsibilities

• 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

Skills

• 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

Qualifications

Must Haves

• 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

Benefits

• Competitive salary
• Health insurance
• Paid time off