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Customer Support Technical Specialist

2 months ago

Campbell, California, United States ChargePoint Full time
About ChargePoint

ChargePoint is at the forefront of the electric mobility revolution, with a vision to make electric vehicles a significant part of new vehicle sales in the coming decades. As a leader in the EV charging sector, we provide an extensive network of charging solutions, hardware, software, and mobile applications across North America and Europe. Our mission is to unite drivers, businesses, automakers, policymakers, utilities, and other stakeholders to facilitate the global transition to electric mobility.

Since our inception, we have dedicated ourselves to simplifying the transition to electric for businesses, fleets, and drivers alike. Joining ChargePoint means being part of a transformative journey towards an all-electric future, tapping into a trillion-dollar market.

We pride ourselves on cultivating a positive and collaborative work culture, guided by our core values: Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These principles shape our daily interactions and drive us to create a brighter future.

Become a vital part of the team that is shaping the EV charging landscape and leave your mark on the future of transportation.

Position Overview

The Customer Support Technical Specialist will deliver administrative, account management, and technical assistance to business clients by diagnosing issues and engineering tailored solutions. Responsibilities include adjusting network settings, managing software installations, verifying configurations, collaborating with field technicians to resolve installation challenges, guiding users through application navigation, and troubleshooting email and reporting problems. Clear communication of technical solutions in a user-friendly manner is essential. This position is remote.

Key Responsibilities
  • Provide exceptional service and support to clients utilizing automated call distribution software, email, internal CRM, and network operating systems.
  • Engage with customers to address inquiries, concerns, and requests regarding products and services.
  • Conduct account management tasks, including investigating current and historical issues for specific accounts.
  • Collect customer information and analyze symptoms to determine the underlying issues.
  • Diagnose and resolve technical hardware issues, including electrical infrastructure challenges.
  • Address software issues related to cellular and Wi-Fi connectivity.
  • Utilize available resources to research necessary information.
  • Identify and escalate priority issues according to client specifications.
  • Collaborate with cross-functional teams to drive issue resolution.
  • Accurately document and process call transactions using designated tracking software.
  • Propose alternative solutions when appropriate to retain customer loyalty.
  • Communicate effectively, tailoring messages to suit the audience and context.
  • Follow up with customers as needed and authorized.
  • Stay informed about system updates and changes.
Qualifications
  • Bilingual proficiency in French and English, with strong writing and typing skills.
  • A minimum of 2 years in a customer service or technical support role.
  • Experience in a call center environment is preferred.
  • A customer-centric approach focused on client support and education.
  • Exemplary phone etiquette.
  • Strong technical troubleshooting skills.
  • Familiarity with relevant software applications and equipment.
  • Effective listening and communication abilities.
  • A collaborative mindset with a willingness to work towards common goals.
  • Ability to manage multiple tasks efficiently.
  • A High School Diploma or GED is required; a college degree is preferred.
Location

This position is remote, allowing for flexibility in your work environment.

ChargePoint is committed to equitable compensation practices and fostering an inclusive and diverse workforce. We are an equal opportunity employer and do not discriminate based on any legally protected status.

If your skills and experiences align with our needs, we will reach out to you directly.