Technical Support EVSE- Tier I
About The Position
Zero Impact Solutions is an end-to-end renewable energy provider serving commercial and enterprise clients with EV charging, fleet electrification, solar micro-grids, energy storage, hydroponic farming, and water collection systems. The company provides services across sales, provisioning, design and engineering, contracting and construction, servicing, and maintenance. Based at the Costa Mesa, California location, this mid-level, in-person role serves as the lead liaison for customer communications and status reporting. The position partners with engineering and sales to help meet project milestones and represent partners. It offers an opportunity to develop a career in renewable energy and EV charging. The role coordinates service-provider schedules and internal shifts to support 24/7 coverage of the EVOLV Charging platform; handles customer support tickets and issues; builds expertise in the EV charging ecosystem and protocols such as OCPP and OCPI; and may provide hands-on field support to high-value customers. It also supports cross-functional product and quality work, provides technical guidance and training, tracks and analyzes support KPIs, escalates complex technical issues, and maintains team training plans and company knowledge resources.
Requirements
- At least 3 years of customer technical support experience solving technical problems.
- Technical and diagnostic ability to troubleshoot problems beyond basic issues.
- Analytical ability and basic mechanical skills.
- Flexibility to cover for the team when needed outside the set schedule.
- Strong attention to detail and ability to use overlooked details to solve recurring problems.
- Ability to reliably commute to or relocate to Costa Mesa, California.
Responsibilities
- Coordinate scheduling among service providers and internal team shifts to ensure 24/7 coverage for the EVOLV Charging platform.
- Provide frontline support for customer inquiries and resolve tickets involving billing, account management, charging access and convenience, and charging hardware or software troubleshooting.
- Work with engineering to understand the EV charging ecosystem, industry protocols such as OCPP and OCPI, and their effects on product serviceability.
- Occasionally travel to customer sites to provide hands-on technical support to high-value customers.
- Communicate with Sales, Marketing, and Engineering about product features and specifications, and help develop quality control standards.
- Serve as the point person for understanding the EV charging process and identifying common troubleshooting problems.
- Provide technical guidance and training to support specialists.
- Maintain a detailed understanding of the organization’s products, services, and technical infrastructure.
- Prepare reports and dashboards tracking ticket volume, issue categories, resolution time, customer satisfaction, and changes in these metrics over time.
- Analyze support data to identify trends, recurring issue root causes, KPI deviations, and improvement opportunities; recommend actions to senior management.
- Act as an escalation point for complex technical issues and help resolve them promptly.
- Develop and maintain technical training plans for the team and support creation and maintenance of a companywide knowledge resource on relevant materials and technologies.
Benefits
- Health insurance
- Opportunity for advancement
- Paid time off
- Training and development
- Dental insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
