EV Technical Support Specialist

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

📋 Description

• Deliver first-level technical assistance to customers inquiring about electric vehicle charging products and associated services.

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

• Address customer concerns, uncover underlying issues, and guide them through troubleshooting processes.

• Take ownership of customer inquiries from their initial contact to resolution or suitable escalation.

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

• Keep abreast of product features, support protocols, and customer service standards.

• Record customer interactions, identify recurring problems, and relay feedback to the relevant team.

• Work collaboratively with colleagues and leadership while effectively managing multiple customer inquiries.

⛳️ Requirements

• Prior experience in technical support, technical customer service, or a comparable customer-facing position.

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

• Exceptional verbal and written communication abilities.

• A patient, customer-oriented demeanor when conveying technical details in an understandable manner.

• Strong analytical skills and the capability to think critically while resolving issues.

• Excellent organizational skills and keen attention to detail.

• Capability to juggle multiple tasks while keeping precise records.

• Basic familiarity with Microsoft Office applications and customer support systems.

• Ability to work independently, adhere to established guidelines, and collaborate with a remote team.

• Willingness to work designated shifts and accommodate weekend hours if necessary.

• Personal Windows 11 PC with at least 16 GB RAM, dual monitors, a webcam, a wired USB headset with a microphone, and an i5 processor or better.

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

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

• Backup power solution.

• A quiet, private workspace suitable for handling customer information and calls without disruptions.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English; resumes should be submitted in English.

• A background check may be necessary for shortlisted candidates.

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

• Paid training to equip you with knowledge of products, procedures, and role expectations.