EV Technical Support Specialist
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Job Description
EV technical support specialist assisting customers with electric vehicle charging products. Troubleshooting issues and managing support inquiries remotely from Mexico via phone, chat, and email.
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 troubleshooting steps
- Own inquiries from initial contact through resolution or escalation
- Communicate order updates and explain order changes or issues
- Maintain knowledge of product features, support procedures, and customer service standards
- Document customer interactions and identify recurring issues
- Share 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, one-way video interview, prescreen interview, live interviews, and background check
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 skills and critical thinking when 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 the scheduled shift and accommodate weekend work if required
- Strong written and verbal English communication skills
- English resumes required
- Own equipment and suitable home workspace required: Windows 11 PC (Macs not supported), minimum 16 GB RAM, dual monitors, webcam, wired USB headset with microphone, i5 processor or higher, reliable secure home internet of at least 20 Mbps, wired Ethernet connection, backup power solution, and quiet private workspace
- Microsoft Teams / Office 365
- Background check may be required for shortlisted candidates
- Spanish and English bilingual proficiency preferred
Benefits:
- Paid training to learn the products, procedures, and role expectations
- Paid weekly in arrears
- Remote work from Mexico
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