Technical Support EVSE- Tier I

Zero Impact Solutions•Irvine, CA

6d•Onsite

About The Position

Zero Impact Solutions is seeking a technical support professional for an in-person, mid-level position at its Costa Mesa, California location. The role serves as a primary liaison for customer communications and status reporting, handling inquiries and support tickets involving billing, account management, charging access, and EV charging hardware or software. The successful candidate will work with engineering, sales, marketing, and service providers to resolve issues, coordinate coverage for the EVOLV Charging platform, and maintain strong customer and partner relationships. The position involves learning the EV charging ecosystem and industry protocols such as OCPP and OCPI, providing technical guidance and training to support specialists, and serving as an escalation point for complex issues. The employee will also analyze support data, prepare KPI reports and dashboards, identify recurring problems and improvement opportunities, and recommend actions to senior management. Occasional field travel may be required to provide hands-on support to high-value customers. The schedule is 9:00 AM to 6:00 PM, Monday through Friday, with an 8-hour shift stated in the posting. Work is in person at the Costa Mesa office; hybrid and remote work are not offered. Compensation is $25.00–$28.00 per hour.

Requirements

At least 3 years of customer technical support experience resolving technical problems.
Technical and diagnostic ability to diagnose problems beyond basic issues.
Basic mechanical skills.
Flexibility to cover for the team when needed.
Strong attention to detail.

Responsibilities

Coordinate scheduling between service providers and internal team shifts to support 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.
Work with engineering to understand the EV charging ecosystem, protocols such as OCPP and OCPI, and their effect 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.
Troubleshoot EV charging problems and help identify common issues in the charging process.
Provide technical guidance and training to support specialists.
Maintain knowledge 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 issue causes, KPI deviations, and improvement opportunities, and make recommendations to senior management.
Escalate and assist with resolving complex technical issues.
Develop and maintain technical training plans and support a companywide knowledge resource on related materials and technologies.