EV Charging Technical Support Specialist

ChargeTronix•Santa Ana, CA

9d•$28 - $34•Onsite

About The Position

Our state-of-the-art modular EV chargers are designed to not only meet but exceed the demands of the modern consumer. We are an innovative EV charging company aiming to provide excellent customer service and support throughout the installation and ownership process. Our chargers are designed for reliability, easy serviceability by any technician, and customizability to each client’s needs. We aim to provide high- performance, eco-friendly charging solutions that are reliable, powerful, user-friendly, and accessible. We are committed to being industry leaders by reliably delivering customized, customer-centric solutions. We endeavor to deliver unparalleled customer service by swiftly providing optimal solutions tailored to individual client needs. As an EV Charging Technical Support Specialist, you are a subject matter expert in EV charging systems. You have the expertise to diagnose and repair DC electric vehicle chargers and provide technical guidance to customers and field technicians. You will be responsible for reviewing customer support tickets, troubleshooting EV charging equipment, and delivering effective solutions to ensure customer satisfaction. This role requires excellent communication skills, a strong technical background in electrical systems, and the ability to work efficiently in a fast-paced environment. You will respond to a wide range of technical issues in a timely manner, preparing the equipment, tools, parts, and scope of work necessary to resolve field service issues successfully.

Requirements

Proven experience in technical support or field service, preferably in the electric vehicle industry.
Strong understanding of electrical systems, including AC and DC power distribution, wiring diagrams, and electrical codes preferred.
Proficiency in using diagnostic tools and software for troubleshooting electronic devices, networking, software and hardware.
Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences effectively.
Customer-focused attitude with a passion for providing exceptional service and support.
Ability to work independently and prioritize tasks in a dynamic environment.
Understands and lives a “customer first” mentality with empathy, pragmatism anda hands-on approach
Communication skills, oral and written presentation skills
Champion for Diversity, Equity & Inclusion
Structured, and organized with the ability to prioritize tasks
Stand, walk, sit, talk, hear, type, and write.
Reach with hands and arms, bend, stand on a stool, or climb, and use fingers and hands to feel objects, tools, or controls.
Use standard office equipment such as computers, smartphones, printers, photocopiers, etc.
Prolonged periods of sitting at a desk and working on a computer.
Lift files and open desk drawers and filing cabinets.
Reliably commute or planning to relocate before starting work (Required)

Nice To Haves

Bachelors degree in Electrical Engineering, Computer Science, or related field preferred but not required.

Responsibilities

Provide prompt and courteous technical support to customers via written and verbal communication. Address inquiries related to EV charger installation, operation, maintenance, and troubleshooting.
Diagnose technical issues with EV charging equipment remotely. Utilize technical knowledge and troubleshooting tools to identify problems and implement solutions efficiently.
Assist customers and field technicians with installation procedures, configuration settings, diagnosis and software updates for EV charging stations. Provide clear and concise instructions to ensure proper equipment functionality.
Maintain accurate records of customer interactions, technical issues, and resolutions in a CRM/Ticketing system. Create detailed troubleshooting guides and FAQs to assist customers and improve support processes.
Collaborate with cross-functional teams, including engineering, product management, and sales, to escalate complex issues and contribute to product improvement initiatives. Provide feedback on common customer issues and suggest product enhancements.
Work independently and meet deadlines
Willingness to travel domestically.
Other duties as assigned.