Bilingual Technical Support Specialist
About The Position
ChargeLab is seeking a Bilingual Technical Support Specialist for EV Charging to assist EV drivers and site hosts by providing support in both English and French. The role involves troubleshooting technical and payment-related issues, explaining products, and resolving inquiries via phone, chat, and email. This is a hands-on, customer-focused position ideal for someone who thrives in real-time problem-solving and delivering a great user experience. The specialist will work cross-functionally with Support, Engineering, and Product teams to resolve issues and drive continuous improvement, with a strong focus on efficiency, quality, and customer satisfaction. This role offers opportunities to learn, grow, and contribute to a sustainable future within a fast-moving industry. The position is primarily on-site at the Etobicoke, Toronto office with a rotating schedule across business hours (7 AM - 11 PM EST) and includes one remote weekend shift weekly (Saturday or Sunday) from 9 AM - 9 PM EST.
Requirements
- Fluent in English and French — both written and spoken.
- Comfortable supporting end users via phone, chat, and ticketing systems like Zendesk
- Experience in customer or technical support in a fast-paced environment.
- Strong problem-solving skills and a passion for delivering excellent customer outcomes.
- Ability to stay calm and resourceful under pressure.
- Clear communicator who can simplify complex technical topics.
Nice To Haves
- Post-secondary degree in a STEM field is preferred.
- Zendesk experience is an asset.
- Spanish fluency is a bonus.
Responsibilities
- Serve as the primary point of contact for end users by providing bilingual support (English and French) via phone, our main communication channel.
- Collaborate with internal support teams to meet customer SLAs and maintain high satisfaction.
- Assist end users across additional support channels, including chat and email-based ticketing, to ensure a consistent support experience.
- Analyze OCPP connectivity logs and data to identify and resolve technical problems.
- Escalate hardware and connectivity issues to site hosts, working closely with our Hardware and Solutions Engineering teams to ensure timely resolutions.
- Contribute to internal and external documentation in both English and French to support knowledge sharing and self-service.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
