EV Technical Support Specialist

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

📋 Description

• Deliver first-level technical assistance for electric vehicle charging products and associated services.

• Support customers before and after their purchase through phone, live chat, and email.

• Investigate customer issues and guide them through troubleshooting processes.

• Take ownership of inquiries from the initial contact until resolution or proper escalation.

• Provide updates on orders and clarify any changes or issues impacting them.

• Maintain an understanding of product features, support protocols, and customer service standards.

• Record customer interactions and identify recurring problems.

• Offer valuable feedback to the relevant team.

• Collaborate with colleagues and leadership while effectively managing multiple inquiries.

⛳️ Requirements

• Prior experience in technical support, technical customer service, or a similar role involving customer interaction.

• Understanding of electric vehicles, EV charging equipment, automotive systems, or vehicle maintenance and repair.

• Strong verbal and written communication abilities.

• A patient, customer-oriented approach to conveying technical information understandably.

• Excellent problem-solving capabilities and a critical thinking mindset for troubleshooting issues.

• Strong organizational skills and meticulous attention to detail.

• Capability to handle multiple tasks while keeping accurate records.

• Basic proficiency in Microsoft Office applications and customer support systems.

• Ability to work independently, adhere to established procedures, and engage with a remote team.

• Willingness to adhere to the scheduled shift and accommodate weekend work if necessary.

• Must possess a Windows 11 PC; Macs are not supported.

• Minimum of 16 GB RAM required.

• Dual monitor setup is necessary.

• Webcam and wired USB headset with a microphone are required.

• i5 processor or better is mandatory.

• Reliable and secure home internet connection with a minimum speed of 20 Mbps.

• Wired Ethernet connection from the router to the computer is required; Wi-Fi-only connections, mobile hotspots, and other unreliable connections are not acceptable.

• Backup power solution is necessary.

• A quiet, private workspace free from interruptions is essential.

• Familiarity with Microsoft Teams / Office 365 is required.

• Proficiency in written and verbal English communication is essential.

• Resume must be submitted in English.

• Successful completion of a relevant background check may be required.

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

• Paid training to familiarize employees with products, procedures, and role expectations.