EV Technical Support Specialist
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Job Description
EV technical support specialist assisting Mexican customers with electric vehicle charging questions and troubleshooting. Providing support by phone, chat, and email while resolving or escalating issues.
Responsibilities:
- Provide first-level technical support for electric vehicle charging products and related services
- Assist customers before and after purchase via phone, live chat, and email
- Identify underlying customer issues and guide customers through troubleshooting steps
- Own inquiries from initial contact through resolution or appropriate escalation
- Communicate order updates and explain changes or issues affecting orders
- Maintain knowledge of product features, support procedures, and customer service standards
- Document customer interactions and identify recurring issues
- Share useful feedback with the appropriate team
- Collaborate with colleagues and leadership while managing multiple inquiries accurately and efficiently
Requirements:
- Previous experience in technical support, technical customer service, or a similar customer-facing role
- Knowledge of electric vehicles, EV charging equipment, automotive systems, or vehicle maintenance and repair
- Strong verbal and written communication skills
- Patient, customer-focused approach to explaining technical information
- Excellent problem-solving and critical-thinking skills
- Strong organizational skills and attention to detail
- Ability to manage multiple tasks while maintaining accurate records
- Basic proficiency with Microsoft Office applications and customer support systems
- Ability to work independently, follow established procedures, and collaborate with a remote team
- Willingness to work the scheduled shift and accommodate weekend work if required
- Own Windows 11 PC with minimum 16 GB RAM, dual monitors, webcam, wired USB headset with microphone, and i5 processor or higher
- Reliable, secure home internet with minimum speed of 20 Mbps
- Wired Ethernet connection from router to computer; Wi-Fi-only connections and mobile hotspots are not acceptable
- Backup power solution
- Quiet, private workspace
- Microsoft Teams / Office 365
- Strong written and verbal English communication skills
- Resume submitted in English
- Spanish and English bilingual proficiency preferred
- Successful completion of applicable background check may be required
Benefits:
- Paid training
- Remote work from Mexico
- Weekly pay in arrears
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