EV Technical Support Specialist

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

📋 Description

• Deliver first-level technical assistance to clients with inquiries regarding electric vehicle charging products and associated services.

• Support customers before and after the purchase through phone, live chat, and email communication.

• Diagnose underlying customer issues and guide them through the necessary troubleshooting steps.

• Manage customer inquiries from the initial point of contact until resolution or proper escalation.

• Relay order updates and clarify any changes or issues impacting orders.

• Maintain an up-to-date understanding of product features, support protocols, and customer service standards.

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

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

• Complete all phases of the hiring process, including resume evaluation, questionnaires, video interviews, pre-screen interviews, live interviews, and background checks.

⛳️ Requirements

• Prior experience in technical support, technical customer service, or a similar role dealing directly with customers.

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

• Strong verbal and written communication abilities.

• A patient, customer-oriented approach to conveying technical information in a comprehensible manner.

• Excellent problem-solving capabilities and the ability to think critically when addressing issues.

• Strong organizational skills and meticulous attention to detail.

• Capacity to juggle multiple tasks while maintaining accurate documentation.

• Basic proficiency with Microsoft Office applications and customer support tools.

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

• Willingness to work scheduled shifts, including weekends if necessary.

• Proficiency in written and spoken English.

• Resume must be submitted in English.

• Must have personal equipment and a suitable home workspace.

• Windows 11 PC required; Macs are not supported.

• At least 16 GB RAM.

• Dual monitors are necessary.

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

• Minimum i5 processor or equivalent.

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

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

• Backup power solution is necessary.

• Quiet and private workspace for managing customer information and calls.

• Familiarity with Microsoft Teams / Office 365.

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

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

• Paid training.

• Remote work opportunity from Mexico.

• Weekly payments in arrears.