Technical Support EVSE

$52,000 - $58,240/Yr

Zero Impact Solutions - Irvine, CA

Full-time - Mid Level

Irvine, CA

11-50 employees

About the position

The Technical Support EVSE role at Zero Impact Solutions is a mid to senior level position focused on providing exceptional customer service in the EV charging and renewable energy sector. The primary responsibility is to support clients by addressing inquiries and issues related to EV charging solutions, while collaborating with sales and engineering teams to ensure project completion and client satisfaction. This role offers a unique opportunity to engage deeply with the EV charging ecosystem and contribute to the growth of renewable energy solutions.

Responsibilities

• Coordinate scheduling between several service providers and the internal team's shifts 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, including billing, account management, and troubleshooting.
• Work with the engineering team to understand the EV charging ecosystem and industry protocols (OCPP, OCPI, etc.).
• Occasionally travel into the field 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.
• 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).
• Analyze support data to identify trends, root causes of recurring issues, and make recommendations to senior management.
• Act as an escalation point for complex technical issues, providing guidance and assistance 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, a related field, or equivalent experience.
• Technical/diagnostic ability along with analytical skills to diagnose problems.
• 5+ years of customer technical support experience with a focus on technical problem-solving.
• Flexibility to cover for team members as needed.
• Strong attention to detail to identify overlooked issues.
• Background in EV charging or relevant experience.

Benefits

• Competitive salary
• Health insurance
• Paid time off