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 solutions and associated services.

• Support customers prior to and following their purchases through phone, live chat, and email communications.

• Analyze customer issues and guide them through troubleshooting processes.

• Take ownership of inquiries from the initial contact until resolution or 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 and identify recurring problems.

• Relay valuable customer feedback to the relevant team.

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

• Complete all phases of the hiring process, including resume assessment, questionnaires, video interviews, and background checks.

⛳️ Requirements

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

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

• Excellent verbal and written communication abilities.

• A patient, customer-centric approach to making technical information easily understandable.

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

• High organizational skills and meticulous attention to detail.

• Capability to handle multiple tasks while maintaining precise records.

• Basic knowledge of Microsoft Office applications and customer support software.

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

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

• Must have a Windows 11 PC, as Macs are not supported.

• Minimum of 16 GB RAM required.

• Dual monitors are necessary.

• A webcam and a wired USB headset with a microphone are required.

• i5 processor or higher is mandatory.

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

• A wired Ethernet connection from the router to the computer is essential; Wi-Fi-only connections and mobile hotspots are not acceptable.

• Backup power solution needed.

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

• Familiarity with Microsoft Teams / Office 365 is expected.

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

• A background check may be necessary for candidates who are shortlisted.

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

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