Technical Support EVSE- Tier I
About The Position
Zero Impact Solutions is seeking a mid-level Technical Support EVSE professional for its Costa Mesa, California location. This in-person role serves as a lead liaison for customer communications and status reporting, working with engineering and sales to meet project milestones and represent company partners. The position supports the EVOLV Charging platform and provides a pathway to career advancement in renewable energy and EV charging. The role handles customer inquiries and technical support involving billing, account management, charging access, and charging hardware and software. It also coordinates service-provider schedules to support 24/7 platform coverage, analyzes support metrics and trends, escalates complex issues, and develops technical training and knowledge resources. Occasional field travel may be needed to provide hands-on assistance to high-value customers. The stated schedule is 9:00 AM to 6:00 PM, Monday through Friday, with an 8-hour shift. Work is in person at the Costa Mesa office; hybrid and remote work are not available.
Requirements
- At least 3 years of customer technical support experience resolving technical problems.
- Technical and diagnostic ability, including the ability to diagnose problems beyond basic issues.
- Basic mechanical skills.
- Analytical ability.
- Flexibility to cover for the team when needed despite having a set schedule.
- Strong attention to detail.
- Ability to reliably commute to or relocate to Costa Mesa, CA 92626.
Responsibilities
- Coordinate schedules 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 accessibility and convenience, and charging hardware or software troubleshooting.
- Work with engineering to learn the EV charging ecosystem and industry protocols, including OCPP and OCPI, and understand 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 develop quality control standards.
- Serve as a subject-matter resource on the EV charging process and common troubleshooting problems.
- Provide technical guidance and training to support specialists.
- Maintain a thorough understanding of the organization’s products, services, and technical infrastructure.
- Prepare reports and dashboards tracking KPIs such as ticket volume, issue categories, resolution time, customer satisfaction, and changes over time.
- Analyze support data to identify trends, recurring issues, KPI deviations, and improvement opportunities, and recommend actions to senior management.
- Act as an escalation point for complex technical issues and help resolve them promptly.
- Develop and maintain team technical training plans and support the creation and upkeep of companywide knowledge resources.
- Cover for the team when needed.
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
