EV Technical Support Specialist
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Job Description
EV technical support specialist supporting customers with electric vehicle charging products. Troubleshooting technical issues and managing inquiries remotely from Mexico via phone, chat, and email.
Responsibilities:
- Provide first-level technical support to customers with questions about electric vehicle charging products and related services
- Assist customers before and after purchase through phone, live chat, and email
- Identify underlying customer issues and guide customers through appropriate troubleshooting steps
- Own customer 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, identify recurring issues, and share feedback with the appropriate team
- Collaborate with colleagues and leadership while managing multiple customer inquiries accurately and efficiently
- Complete all stages of the hiring process, including resume review, questionnaire, video interview, pre-screen 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
- A patient, customer-focused approach to explaining technical information in an accessible way
- Excellent problem-solving skills and the ability to think critically when troubleshooting issues
- Strong organizational skills and attention to detail
- The ability to manage multiple tasks while maintaining accurate records
- Basic proficiency with Microsoft Office applications and customer support systems
- The 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
- Resume submitted in English
- Own equipment and suitable home workspace
- Windows 11 PC; Macs are not supported
- Minimum 16 GB RAM
- Dual monitors
- Webcam and wired USB headset with a microphone
- i5 processor or higher
- Reliable, secure home internet with a minimum speed of 20 Mbps
- Wired Ethernet connection from router to computer; Wi-Fi-only connections, mobile hotspots, and other unreliable connections are not acceptable
- Backup power solution
- Quiet, private workspace for handling customer information and calls
- Microsoft Teams / Office 365
- Successful completion of an applicable background check may be required
- Spanish and English bilingual proficiency is preferred
Benefits:
- Paid training
- Remote work from Mexico
- Paid weekly in arrears
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