EVSE Technical Support Manager

3 days ago

Irvine, California, United States Zero Impact Solutions Full time
Job Overview

This is a mid to senior level role in our Costa Mesa, CA office, working Monday - Friday, 9:00 AM to 6:00 PM. As a Technical Support Manager, you will be responsible for supporting and communicating updates with clients, collaborating closely with sales and engineering teams, and playing 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 team's shifts to ensure 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, including 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 team's 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, industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products.
  • Occasionally 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.
Requirements and Skills
  • Bachelor's 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.
  • 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.
  • You have a history of leading technical teams with ten plus team members.
  • You have built a technical support program from scratch and have the data to show its success.

Zero Impact Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

  • Technical Support Manager

    5 days ago

    Irvine, California, United States Ledgent Technology Full time

    Job Title: Technical Support ManagerWe are seeking a highly skilled Technical Support Manager to join our team at Ledgent Technology. As a Technical Support Manager, you will be responsible for leading our technical support team and ensuring that our customers receive exceptional service.Key Responsibilities:Lead the technical support team and ensure that...

  • Technical Support Manager

    3 weeks ago

    Irvine, California, United States Ledgent Technology Full time

    Job SummaryWe are seeking a highly skilled Technical Support Manager to join our team at Ledgent Technology. As a Technical Support Manager, you will be responsible for providing exceptional technical support to our customers, resolving complex technical issues, and leading a team of technical support engineers.Key ResponsibilitiesService Request (SR)...

  • Senior Business Product Technical Support Manager

    4 days ago

    Irvine, California, United States TP-Link Systems Inc. Full time

    Job Title: Senior Business Product Technical Support ManagerWe are seeking a highly skilled and experienced Senior Business Product Technical Support Manager to join our US-Based Business Technical Support team at TP-Link Systems Inc.Job SummaryThe successful candidate will be responsible for leading our technical support team in the US market, providing...

  • Technical Support Specialist

    1 week ago

    Irvine, California, United States Franklin Fitch Full time

    Technical Support TechnicianElevate your technical support career with Franklin Fitch, an established law firm seeking a skilled Technical Support Technician to enhance their IT department.This role is ideal for a service-oriented individual who thrives in a fast-paced environment, delivering exceptional user support and maintaining technology operations.Key...

  • Technical Support Specialist

    1 month ago

    Irvine, California, United States CGS Business Solutions | INC 5000 Company Full time

    About CGS Business Solutions:CGS Business Solutions is dedicated to assisting you, as a valued Technical Professional, in discovering the next pivotal step in your career. We connect professionals like you to fulfilling consulting or permanent positions in your field of expertise. We are currently in search of Technical Professionals who are looking for...

  • Technical Support Specialist

    7 days ago

    Irvine, California, United States Medit Full time

    Technical Support RepresentativeMedit, a leading provider of 3D measurement and CAD/CAM solutions for dental clinics and labs, is seeking a highly skilled Technical Support Representative to join our team.This is a full-time, remote position that requires excellent communication and technical skills. As a Technical Support Representative, you will be the...

  • Technical Support Specialist

    4 weeks ago

    Irvine, California, United States Balboa Technologies Full time

    Company OverviewBalboa Technologies specializes in delivering comprehensive IT solutions to businesses in Southern California. The company prides itself on providing exceptional customer service and support to its clientele.Position OverviewThis is a full-time, on-site opportunity for a Technical Support Specialist at Balboa Technologies. The individual in...

  • Technical Support Specialist

    3 weeks ago

    Irvine, California, United States Medit Full time

    Medit, a leading provider of 3D measurement and CAD/CAM solutions for dental clinics and labs, is seeking a skilled **Technical Support Representative** to join its growing team.This is a Full-Time and Remote position that involves providing technical assistance to customers via various channels. The ideal candidate will have a strong background in technical...

  • Technical Support Specialist

    4 weeks ago

    Irvine, California, United States Visium Resources, Inc. Full time

    Job OverviewPosition SummaryVisium Resources is seeking qualified candidates for the role of Technical Support Specialist. This position is a contract opportunity that focuses on providing exceptional support to end-users in a corporate environment.Role ResponsibilitiesThe Technical Support Specialist is tasked with overseeing the ticket queue and addressing...

  • Technical Support Specialist

    1 month ago

    Irvine, California, United States Tailored Management Full time

    Job OverviewExciting opportunity to work with a global leader in designing and constructing electrical systems, providing essential services across the aerospace, defense, transportation, and security sectors.Shift Schedule and Compensation: Standard Business Hours with a competitive pay rate of $39.29/hr on W2 (Weekly Pay) - 40 hours per week.Role...

  • AV Technical Support Expert

    3 weeks ago

    Irvine, California, United States MAXHUB Full time

    Job Description**Job Summary**MAXHUB is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing top-notch support to our end-users, dealers, and rep firms.Key Responsibilities:Technical Support: Provide expert technical support via various communication channels to...

  • Lead Technical Support Manager for Business Products

    4 weeks ago

    Irvine, California, United States TP-Link USA Corporation Full time

    Job OverviewTP-Link USA Corporation is a prominent name in the consumer Wi-Fi networking industry, dedicated to innovation and excellence in connectivity solutions. Our mission is to enhance the way individuals connect through cutting-edge technologies and products, including smart home solutions that simplify and secure daily life.Our modern workspace...

  • Technical Support Specialist

    4 days ago

    Irvine, California, United States Apex Systems Full time

    Technical Support Specialist OpportunityWe are seeking a highly skilled Technical Support Specialist to join our team at Apex Systems. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to our clients, troubleshooting and resolving technical issues, and maintaining a high level of customer...

  • Lead Technical Support Engineer

    4 weeks ago

    Irvine, California, United States Addison Group Full time

    Company Overview: Addison Group is a prominent player in the insurance brokerage sector, dedicated to delivering exceptional service and support.Position Overview: We are seeking a highly skilled Senior Technical Support Specialist to enhance our technical support team.Role Responsibilities:Contract Duration: This is a contract position with potential for...

  • Lead Technical Support Analyst

    4 weeks ago

    Irvine, California, United States Addison Group Full time

    Company Overview: We are collaborating with a prominent privately owned insurance brokerage to enhance their technical support team.Position Overview:This role is a contract position with potential for permanent placement.Hybrid Work Model: This position requires in-office presence two days a week, suitable for candidates residing locally.End User Support:...

  • Technical Support Specialist

    3 days ago

    Irvine, California, United States Nihon Kohden Full time

    Job DescriptionThe Technical Support Specialist plays a crucial role in ensuring the smooth operation of windows-based medical devices and applications. As a key member of the Nihon Kohden team, this individual will be responsible for providing expert technical support to customers, addressing their queries, and resolving issues in a timely and efficient...

  • Technical Support Specialist

    7 days ago

    Irvine, California, United States Diverse Lynx Full time

    Job Title:Technical Support Analyst - Tier - 2Location:Irvine, CA - Day 1 OnsiteDuration:ContractJob Description:As a Technical Support Analyst - Tier - 2, you will leverage your expertise in database design, field service, and desktop support to drive impactful geospatial projects. With 5-10 years of experience, you will play a crucial role in analyzing...

  • Technical Support Specialist

    1 month ago

    Irvine, California, United States MW Partner Full time

    Job OverviewMW Partners is currently seeking a Service Desk Technician to support our client, a prominent player in the aerospace, defense, and security sectors.Key Responsibilities:Deliver exceptional customer service.Exhibit a strong eagerness to learn and grow.Remain logged into the Call Center, prepared to handle incoming calls during standard business...

  • Technical Sales Support Specialist

    4 weeks ago

    Irvine, California, United States ITT Inc. Full time

    Job SummaryThe Product Specialist will report to the Senior Product Management Lead for Aerospace Electrical Interconnect Products. The successful candidate will support technical, pricing, and marketing-related deliverables for interconnect products sold to commercial and military aerospace markets.Key ResponsibilitiesImplement pricing tools for ongoing...

  • Lead Technical Support Analyst

    1 month ago

    Irvine, California, United States Addison Group Full time

    About the Role:We are collaborating with a prominent privately held insurance brokerage to enhance their team with a Senior Technical Support Specialist.Position Overview:This role offers a contract opportunity with the possibility of transitioning to a permanent position.Hybrid Work Model: This position requires local presence for occasional onsite support...