Technical Customer Support Specialist

Job Locations US-CA-San Carlos
Job ID
2018-1670
# of Openings
1
Category
eMotorWerks

Overview

This position is with eMotorWerks, an Enel Group Company

 

eMotorWerks is an innovative Silicon Valley provider of electric vehicle (EV) charging solutions built upon a disruptive business model: by selling our market-leading JuiceBox smart grid EV charging stations into a rapidly-expanding electric vehicle market, we provide immediate benefit to EV owners and charging station operators while simultaneously delivering valuable, cloud-based load management services to utilities and grid operators. As a result, drivers receive fast, IoT charging and eMotorWerks receives multi-year “grid services” revenues.

 

Our mission is to dramatically accelerate EV adoption through advanced technologies and innovative solutions. The company's flagship residential product, a connected level 2 EV charging station and mobile app, has already helped nearly 30,000 drivers go electric.

 

SUMMARY

 

eMotorWerks has grown rapidly in terms of shipment volumes, locations, products and customer types and finds itself at a point where additional processes, team members and technology solutions must be leveraged to maintain our high customer satisfaction rates. The Director of customer service will act as the primary voice of the customer within the company and provide leadership to the customer service team within our rapidly-growing, globally-expanding company.

Responsibilities

      Provide customer support in the troubleshooting and diagnosis of Electric Vehicle charging equipment installation and operation issues.

  • Monitor incoming customer service and technical support tickets and ensure timely action to resolve each.
  • Use general knowledge, product schematics, data stored in knowledge base, and other sources of information to provide excellent solutions that result in improved customer satisfaction.
  • Provide customer support over the phone and by email through company CRM system (Zendesk).
  • Handle escalated technical support cases received from tier 1 support
  • Provide updates to knowledge database used by other technical support representatives with new troubleshooting information discovered in the resolution of customer calls.
  • Train and mentor others within area of expertise

Qualifications

  • Call center technical support experience
  • Experience with electric vehicles, battery storage or solar electric products is helpful
  • Strong electrical and electronic troubleshooting skills. Exceptional listening and questioning skills
  • Minimum of an Associate's degree Power Electronics, Renewable Electrical Systems, and electro-technical field or other electrical concepts training (including practical experience with electric vehicles)
  • Journeyman or Licenced Electricians License a plus
  • Basic understanding of wifi and IP network technology
  • At least two years of experience in a professional customer service, technical helpline, or remote support profession
  • Familiarity with competitive products is a plus

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