Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customer inquiries and concerns, addressing tickets with urgency and timeliness.

• Diagnose issues utilizing charger logs, historical data, and various resources.

• Provide summaries of issues and context for escalation purposes.

• Resolve frequent customer problems, including charger resets, driver refunds, and user access permissions.

• Facilitate the onboarding process for new customers and chargers.

• Assist onsite staff in establishing OCPP connections and cellular network access.

• Replicate potential bugs and escalate them when necessary.

• Create support tickets and escalate issues to charger and vehicle OEMs on behalf of customers.

• Provide logs and contextual information to speed up issue resolution.

• Contribute to the development of the support runbook by documenting new issues and their solutions.

• Collaborate with Flipturn’s customer success and operations teams to assist customers in managing EV charging infrastructure.

⛳️ Requirements

• Minimum of 2 years in a customer-facing support position.

• Capability to work independently.

• Proficient in using ticketing systems and tools (such as Pylon, Salesforce, Hubspot, etc.).

• Experience with Claude and other AI applications.

• Strong written and verbal communication skills.

• Ability to comprehend and clearly articulate complex, semi-technical subjects simply and concisely.

• Familiarity with the fleet or logistics sector is advantageous.

• Experience in early-stage startups is a plus.

🏝️ Benefits

• Equity Package

• Competitive medical, dental, and vision insurance plans

• 401(k) plan with employer match

• 25 days of Paid Time Off (PTO)

• 15 paid sick days

• 15 paid US holidays

• Wellness Allowance