EV Technical Support Specialist

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

📋 Description

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

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

• Diagnose underlying issues and assist customers through troubleshooting procedures.

• Take ownership of customer inquiries from the moment of contact until resolution or escalation.

• Relay order updates and clarify any changes or issues that may impact orders.

• Keep up to date with product features, support protocols, and customer service benchmarks.

• Record customer interactions and identify recurring issues for further analysis.

• Provide valuable feedback to the relevant team.

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

⛳️ Requirements

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

• Familiarity with electric vehicles, EV charging technology, automotive systems, or vehicle maintenance and repair.

• Strong verbal and written communication abilities.

• Patient and customer-oriented approach to conveying technical information in an understandable manner.

• Excellent problem-solving and critical thinking skills for effective troubleshooting.

• Strong organizational capabilities and meticulous attention to detail.

• Ability to juggle multiple tasks while keeping accurate records.

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

• Capability to work independently, adhere to established procedures, and collaborate with a remote team.

• Willingness to work the designated shift and accommodate weekend work when necessary.

• Must possess personal equipment and a suitable home workspace.

• Windows 11 PC is required; Macs are not supported.

• Minimum of 16 GB RAM.

• Dual monitors are necessary.

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

• i5 processor or better is required.

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

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

• Backup power solution is required.

• A quiet and private workspace for handling customer information and calls is essential.

• Familiarity with Microsoft Teams / Office 365.

• Strong English communication skills, both written and verbal.

• Resume must be submitted in English.

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

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

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

• Weekly payments in arrears.

• Opportunity to work remotely from Mexico.