Technical Support Manager EV Charging Solutions
3 weeks ago
We are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage, and Hydroponic systems.
Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. We are a licensed C-10 contractor and operate construction crews in various areas of CA and soon the rest of the U.S.
About the RoleThis is a mid to senior level role. We are on the lookout for highly motivated individuals with a background in EVSE/OCPP customer service, coupled with excellent communication skills.
As a Technical Support manager, your primary responsibility will be to support and communicate updates with clients. Collaborating closely with sales and engineering teams, you will play a key role in tracking project completion and being the primary point of contact with our clients.
Responsibilities- Coordinate scheduling between several service providers and the internal teams shifts to ensure we have 24/7 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.
- Communicate department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner.
- Monitor the teams call and activity performance and provide coaching and training to encourage a culture of excellence.
- 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.
- Bachelors degree in computer science, engineering, a related field, or equivalent experience.
- Must have 3+ years of leadership experience and have excelled at leading a team of technically focused agents.
- Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
- You have 5+ years of customer technical support experience where you solved problems that were technical.
- Experience at building and staffing a technical support team from the ground up.
- Experience designing and maintaining a technical support program
The estimated salary for this position is $90,000 - $120,000 per year, depending on experience.
We offer competitive salaries, dental insurance, health insurance, and other benefits.
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