Manager of Technical Support

WHO WE ARE:

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, Hydroponic farming and Rain Water/Grey Water collection systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. 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.

Job Title: Manager of IT Support

Reports To: Chief Executive Officer

Job Location: In-Office

RESPONSIBILITIES:

The Manager of Technical Support will be supporting a group of Technical Support representatives that provide support to our products. Our EV Chargers are all connected to a platform on the cloud which allows for remote troubleshooting, configuration, and software updates. Using your communication skills, you will diagnose problems, assess needs, and create solutions to resolve issues and convey them to clients. As needed, you will be able to access our Engineering organization to get advanced guidance and support:

• The Manager of the Technical Support team (MTS) is responsible for the overall customer relations by providing leadership and direction as they act as the customer escalation advocate within ZIS Services
• This position will manage and lead a team of professionals that have direct contact with the customers, share knowledge and experience with colleagues, have the internal knowledge to understand the correct path to direct technical or material issues, ensure a satisfactory conclusion in a timely manner and with a focus on customer satisfaction.
• The MTS ensures their respective teams both monitor and measure spare and repair management through backlog alignment, and identify support solutions to prevent delays in Service.
• The MTS is responsible for managing customer satisfaction by means of internal and external performance scorecards and indicators.
• Responsible for recruitment, mentoring, development, and creating a customer-focused environment within the team.
• Provide the team support with direction for the group's overall continuous improvement.
• Set challenging targets and objectives for the team and ensures understanding to create accountability to achieve the highest levels of support.
• Continually strive to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution.
• Build new and develop long-lasting relationships with customers senior-level management
• Accompany respective team members to on-site customer meetings as required such as Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
• Use your technical knowledge to identify and resolve network and hardware problems; including those related to the integration with 3rd party equipment and solutions (e.g., roaming)
• Provide support and cooperate with the Engineering teams of Electric Vehicle manufacturers, Fleet Managers, Field Technicians, as well as owners of our charging stations and drivers;
• Organize your work, communicate via our case management system, and also maintain direct phone communication with the relevant internal and external parties;
• Help coordinate the installation/repair of chargers with our field service partners and assist customers with the activation and configuration of their chargers.
• You evolve and adapt along with the company as it innovates and develops our products and services, keeping up with the E(V)revolution
• Identifies, investigates, and resolves users' problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, EV Chargers, and procedures to solve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Performs other related duties as assigned.

REQUIREMENTS:

• Proven customer support experience.
• Salesforce experience is a plus.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiar with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• College Degree, with a preference in Engineering or Computer Science.
• Minimum five years experience in a supervisory role.

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.