EV Technical Support Specialist

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

📋 Description

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

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

• Investigate customer issues, pinpoint underlying problems, and assist customers through troubleshooting processes.

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

• Provide updates on orders and clarify any changes or issues that may impact orders.

• Keep up-to-date with product features, support methods, and customer service expectations.

• Record customer interactions, recognize recurring issues, and relay feedback to the relevant team.

• Work collaboratively with team members and leadership while efficiently handling 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.

• Excellent verbal and written communication abilities.

• A patient and customer-oriented approach to conveying technical information in an easy-to-understand manner.

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

• Exceptional organizational skills and 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 protocols, and collaborate with a remote team.

• Willingness to work scheduled shifts and accommodate weekend work as necessary.

• Must possess equipment and a suitable home workspace that meets specified technical standards.

• Windows 11 PC; Macs are not supported.

• Minimum 16 GB RAM.

• Dual monitors required.

• Webcam and wired USB headset with microphone are necessary.

• i5 processor or higher is required.

• Reliable, secure home internet with a minimum speed of 20 Mbps is essential.

• Wired Ethernet connection; Wi-Fi-only connections, mobile hotspots, and other unreliable connections are unacceptable.

• Backup power solution is required.

• A quiet, private workspace is necessary.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Resume must be submitted in English.

• Successful completion of any required background check.

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

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