Company Description:
We are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage and Hydroponic systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. We are a licensed C-10 contractor and operate construction crews in various areas of CA and soon the rest of the U.S.
The Job Overview
This is mid to senior level role. We are on the lookout for highly motivated individuals with a background in EVSE/OCPP customer service, coupled with excellent communication skills. As a Technical Support manager, your primary responsibility will be to support and communicate updates with clients. Collaborating closely with sales and engineering teams, you will play a key role in tracking project completion and being the primary point of contact with our clients. This is an exceptional opportunity for individuals eager to immerse themselves in the EV charging and renewable energy industry.
Responsibilities
- Coordinate scheduling between several service providers and the internal team’s shifts to ensure we have 24/7 coverage for our EVOLV Charging platform.
- Act as the frontline support for customer inquiries providing timely and effective resolution to tickets and issues. This includes but is not limited to issues related to: Billing, account management, charging accessibility and convenience, or troubleshooting charging hardware and software.
- Communicate department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner.
- Monitor the team’s call and activity performance and provide coaching and training to encourage a culture of excellence.
- Work with the engineering team to quickly understand our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products.
- Occasionally able to travel into the field to provide hands-on technical support to high-value customers to ensure lasting relationships.
- Communicate regularly with Sales, Marketing, Engineering to maintain and understand product features/specifications, and develop quality control standards.
- Be the go-to person for understanding the EV charging process and identifying common problems during troubleshooting.
- Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge.
- Maintain a deep understanding of the organization’s products, services, and technical infrastructure.
- Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume, issue categories, resolution time, customer satisfaction, and the movement in these metrics over various time-periods.
- Analyze support data to identify trends, root causes of recurring issues or KPI deviations, areas for improvement, and make recommendations to senior management to drive strategic decision-making.
- Act as an escalation point for complex technical issues, providing guidance and assistance to resolve them promptly.
- Develop and maintain team technical training plans leveraging industry knowledge and internal company resources and personnel; and support the creation and upkeep of a companywide knowledge resource on the related materials and technologies.
Requirements and skills
- Bachelor’s degree in computer science, engineering, a related field, or equivalent experience.
- Must have 3+ years of leadership experience and have excelled at leading a team of technically focused agents.
- Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
- You have 5+ years of customer technical support experience where you solved problems that were technical.
- Experience at building and staffing a technical support team from the ground up.
- Experience designing and maintaining a technical support program
- You are flexible. While you have a set schedule there may be times where you need to cover for your team.
- Your attention to detail is unmatched. You find details that are often overlooked by co-workers and can use them to solve repetitive problems.
- You have a background in EV charging or experience at an existing organization.
- You have a history of leading technical teams with ten plus team members.
- You have built a technical support program from scratch and have the data to show its success.
Zero Impact Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
