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 communication.

• Diagnose underlying issues and guide customers through the troubleshooting process.

• Manage customer inquiries from the first contact until resolution or escalation.

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

• Keep up-to-date with product features, support procedures, and customer service best practices.

• Record customer interactions and identify patterns in recurring issues.

• Relay valuable feedback to the relevant team.

• Work collaboratively with colleagues and management while efficiently handling multiple inquiries.

• Complete all phases of the hiring process, including resume evaluation, questionnaire, video interview, prescreen interview, live interviews, and background verification.

⛳️ Requirements

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

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

• Excellent verbal and written communication abilities.

• Patient, customer-oriented demeanor when conveying technical information in an understandable manner.

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

• Exceptional organizational skills and meticulous attention to detail.

• Capability to juggle multiple tasks while keeping accurate records.

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

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

• Availability to work Monday to Friday, from 11:00 AM to 8:00 PM Eastern Time, and flexibility for weekend work if necessary.

• Must possess personal equipment and a suitable home office setup.

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

• Minimum of 16 GB RAM is necessary.

• Dual monitors are required.

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

• An i5 processor or better is required.

• Secure home internet connection with a minimum speed of 20 Mbps is mandatory.

• A wired Ethernet connection is required; Wi-Fi-only setups and mobile hotspots are not acceptable.

• A backup power solution is necessary.

• A quiet and private workspace is essential.

• Familiarity with Microsoft Teams / Office 365 is preferred.

• Strong written and verbal communication skills in English are required.

• Resume must be submitted in English.

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

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

• Paid training is provided.

• Opportunity to work remotely from Mexico.

• Weekly pay in arrears.