We are seeking a Customer Support Representative to assist drivers using home EV chargers as part of a Reimbursement Program. This role focuses on troubleshooting and resolving issues related to Home Chargers, ensuring drivers have a seamless and efficient charging experience. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, basic troubleshooting knowledge, and a customer-first mindset. You will also be responsible for maintaining organized documentation and effectively communicating with multiple stakeholders to deliver top-tier support.
Provide assistance to customers through email, chat, or phone, answering questions and resolving issues.
Identify customer needs, research issues, resolve complaints, and provide appropriate solutions.
Create and maintain records of daily problems and actions taken.
Troubleshoot and resolve fundamental tech issues.
Use various software platforms, including internal tools and helpdesk software (ZenDesk).
Collaborate with colleagues across teams and third-party installation teams to resolve issues.
Document customer feedback and follow established processes.
Meet daily qualitative and quantitative targets for both individual and team performance.
Ensure customer satisfaction by achieving service, productivity, and quality objectives.
Prior experience in customer support or technical troubleshooting (EV charging experience is a plus but not required).
Strong problem-solving abilities with a logical and methodical approach to troubleshooting.
Excellent verbal and written communication skills for guiding customers through technical steps.
Familiarity with helpdesk software (ZenDesk), ReTool, and basic network troubleshooting tools.
Comfortable working with third-party installation teams and escalating issues when needed.
Ability to multitask, stay organized, and work independently in a remote or hybrid setting.
Availability for part-time shifts, including evenings or weekends as needed.
Please ensure that you regularly check the email address that you provide during the application process for any updates from potential employers. Your application status, interview invitations, or job offers will be sent via email. Respond promptly to maintain your candidacy.