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Technical Support EVSE
Zero Impact Solutions - Huntington Beach, CA
posted about 2 months ago
About the position
The Technical Support role at Zero Impact Solutions is a mid to senior level position focused on providing exceptional customer service and technical support in the EV charging and renewable energy industry. The primary responsibility is to assist clients with inquiries, coordinate project completion, and collaborate with sales and engineering teams to ensure effective communication and service delivery. This role offers an opportunity to engage deeply with EV charging solutions and contribute to the company's growth in renewable energy.
Responsibilities
- Coordinate scheduling between service providers and internal teams to ensure 24/7 coverage for the EVOLV Charging platform.
- Act as the frontline support for customer inquiries, providing timely and effective resolution to tickets and issues related to billing, account management, and troubleshooting.
- Work with the engineering team to understand the EV charging ecosystem and industry protocols (OCPP, OCPI, etc.).
- Occasionally travel to provide hands-on technical support to high-value customers.
- Communicate regularly with Sales, Marketing, and Engineering to maintain understanding of product features and develop quality control standards.
- Provide technical guidance and training to support specialists to enhance their troubleshooting skills.
- Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume and customer satisfaction.
- Analyze support data to identify trends and make recommendations for improvement.
- Act as an escalation point for complex technical issues, providing guidance to resolve them promptly.
- Develop and maintain team technical training plans and support the creation of a companywide knowledge resource.
Requirements
- Bachelor's degree in computer science, engineering, or a related field, or equivalent experience.
- 5+ years of customer technical support experience with a focus on solving technical problems.
- Technical/diagnostic ability along with analytical skills to diagnose complex issues.
- Basic mechanical knowledge and skills.
- Attention to detail to identify and solve repetitive problems.
- Flexibility to cover for team members as needed.
- Background in EV charging or experience in a related organization.
Benefits
- Competitive salary
- Health insurance
- Paid time off
