Electric-Vehicle Technical Support Engineer Bilingual French | Campbell, CA (Remote)

$40,500 - $84,375/Yr

Chargepoint - Campbell, CA

Full-time - Entry Level

Remote - Campbell, CA

Specialty Trade Contractors

About the position

The Electric-Vehicle Technical Support Engineer at ChargePoint will play a crucial role in providing comprehensive support to end-users in a B2B environment. This position involves diagnosing and resolving technical issues related to electric vehicle charging solutions, ensuring that customers receive timely and effective assistance. The engineer will be responsible for managing accounts, troubleshooting network problems, and providing solutions that may include adjusting network configurations, uninstalling and reinstalling software applications, and collaborating with field technicians to address physical installation issues. The role requires clear communication of technical solutions in a user-friendly manner, ensuring that customers feel supported and informed throughout the process. In addition to technical problem-solving, the Technical Support Engineer will engage with customers to gather information, evaluate symptoms, and determine the best course of action for resolution. This includes diagnosing hardware and software issues, particularly those related to cellular and Wi-Fi connectivity. The engineer will also be expected to stay current with system updates and changes, ensuring that they can provide the most accurate and relevant support possible. The position is remote, allowing for flexibility while maintaining a focus on delivering exceptional customer service. ChargePoint values a collaborative and inclusive work environment, and the Technical Support Engineer will be expected to embody these values while working with inter-departmental teams to drive issue resolution. This role is not just about technical support; it is about fostering relationships with customers and ensuring their needs are met effectively and efficiently.

Responsibilities

• Provide administrative, account management, technical, and network problem resolution to end-users (B2B).
• Diagnose issues and engineer solutions for specific and general use cases.
• Adjust network configurations and uninstall/reinstall basic software applications as needed.
• Verify and apply proper software configurations.
• Work with field technicians to troubleshoot and correct physical installation issues.
• Assist users in navigating application menus and troubleshooting email and reporting issues.
• Deliver service and support using automated call distribution phone software, Email, internal CRM, and Network Operating System.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Conduct account management duties, investigating and understanding current and historical issues for specific accounts.
• Gather customer information and determine issues by evaluating and analyzing symptoms.
• Diagnose and resolve technical hardware issues, including electrical infrastructure problems.
• Diagnose and resolve software issues involving cellular and Wi-Fi connectivity.
• Research required information using available resources to assist customers.
• Identify and escalate priority issues per client specifications.
• Collaborate with inter-departmental teams to drive resolution of issues.
• Accurately process and record call transactions using a computer and designated tracking software.
• Offer alternative solutions where appropriate to retain customers' and clients' business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled callbacks to customers where necessary and authorized.
• Stay current with system information, changes, and updates.

Requirements

• Bilingual in French and English, with proficiency in typing and grammar.
• Minimum of 2 years in a customer service or technical support environment.
• Call center experience preferred.
• Customer-centric mindset focused on support and education of clients.
• Proper phone etiquette and strong technical troubleshooting capabilities.
• Knowledge of relevant software computer applications and equipment.
• Effective listening skills and willingness to cooperate with others.
• Multi-tasking capabilities and a High School Diploma or GED (College degree preferred).

Benefits

• Competitive salary range of $40,500 to $84,375 based on experience and qualifications.
• Remote work flexibility.
• Commitment to fair and equitable compensation practices.
• Inclusive and diverse work environment.