EV Technical Support Specialist
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Job Description
EV technical support specialist assisting customers with electric vehicle charging products. Troubleshooting inquiries and orders via phone, chat, and email from Mexico.
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
- Investigate customer concerns and guide customers through troubleshooting steps
- Own inquiries from initial contact through resolution or 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 customer feedback with the appropriate team
- Collaborate with colleagues and leadership while managing multiple inquiries accurately and efficiently
- Complete all hiring-process stages, including resume review, questionnaire, video interview, interviews, and background check if required
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 accessibly
- Excellent problem-solving and critical-thinking skills for troubleshooting
- 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 Monday–Friday, 11:00 AM–8:00 PM Eastern Time and accommodate weekend work if required
- Own equipment and suitable home workspace: Windows 11 PC, minimum 16 GB RAM, dual monitors, webcam, wired USB headset with microphone, i5 processor or higher, reliable secure internet of at least 20 Mbps, wired Ethernet connection, 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 is preferred
Benefits:
- Paid training
- Remote work from Mexico
- Weekly pay in arrears
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