EV Technical Support Specialist

About This Role

Helping customers navigate questions, troubleshoot issues, and get the most out of their electric vehicle charging products is the core of this technical support role. This is an excellent opportunity for someone with experience in technical support or customer service who enjoys making technology easier to understand, and you will receive paid training to become familiar with the products, support processes, and customer service expectations.

Responsibilities

• Provide first-level technical support to customers with questions about electric vehicle charging products and related services
• Assist customers before and after a purchase through phone, live chat, and email
• Listen carefully to customer concerns, identify the underlying issue, and guide customers through appropriate troubleshooting steps
• Take ownership of customer inquiries from initial contact through resolution or the appropriate escalation
• Communicate order updates and help customers understand any changes or issues affecting their orders
• Maintain an understanding of product features, support procedures, and customer service standards
• Document customer interactions, identify recurring issues, and share useful feedback with the appropriate team
• Work collaboratively with colleagues and leadership while managing multiple customer inquiries accurately and efficiently

Requirements

• Previous experience in technical support, technical customer service, or a similar customer-facing role
• Knowledge of electric vehicles, EV charging equipment, automotive systems, or vehicle maintenance and repair
• Strong verbal and written communication skills
• A patient, customer-focused approach to explaining technical information in an accessible way
• Excellent problem-solving skills and the ability to think critically when troubleshooting issues
• Strong organizational skills and attention to detail
• The ability to manage multiple tasks while maintaining accurate records
• Basic proficiency with Microsoft Office applications and customer support systems
• The ability to work independently, follow established procedures, and collaborate with a remote team
• Willingness to work the scheduled shift and accommodate weekend work if required
• Strong written and verbal English communication skills
• All resumes must be submitted in English

Technical Requirements (Non-Negotiable):

• Windows 11 PC (Macs not supported)
• Minimum 16 GB RAM
• Dual monitors
• Webcam and wired USB headset with a microphone
• i5 processor or higher
• Reliable, secure home internet with a minimum speed of 20 Mbps