Technical Support Specialist

3 weeks ago

Costa Mesa, United States ChargeTronix Full time

Benefits:

Dental insurance

Health insurance

Paid time off

Training & development

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 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 phone, email, or chat. 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, 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. ( 3+ Yrs )

Proficiency in using diagnostic tools and software for troubleshooting electronic devices, including IOT Troublkshooting.

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 and support.

Ability to work independently and prioritize tasks in a dynamic environment.

Competencies:

Understands and lives a “customer first” mentality with empathy, pragmatism and a 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 position. It is not an exhaustive list of all responsibilities, duties, and skills required.

AAP/EEO Statement

Chargetronix is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status or any other characteristic protected by federal, state, or local law, and will not be discriminated against on the basis of disability.

Job Type: Non-Exempt - Hourly

Pay: $29.00 - $32.00 Hourly

The above represents the expected hourly range for this job requisition. Ultimately, in determining your pay, we'll consider your experience and other job-related factors.

Schedule:

8-hour shift Mondays – Fridays 8:30 a.m. to 5 p.m. This position may require occasional travel to customer sites for on-site support or training sessions.

Ability to commute/relocate:

Costa Mesa, CA 92626: Reliably commute or planning to relocate before starting work (Required)

Work Location: In-person (office) no hybrid or remote work

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