The Opportunity
InCharge Energy is seeking a tech-savvy Customer Support Specialist to manage customer cases for electric vehicle (EV) chargers, acting as Tier 1 Support. The Customer Support Specialist will handle the initial troubleshooting of EV charging assets and proactively create service requests for the operations team as necessary. They will manage all charging issue cases in Salesforce for InCharge and its customers. As part of the Support team, you will report directly to the Director of Service and work closely with internal and external customers.
What You’ll Do
- Provide Tier 1 level support via phone, computer, and through our ticketing system for issues relating to electric vehicle (EV) chargers
- Support the filed case management in Salesforce with a pre-analysis and necessary ticket routing/escalation
- Troubleshoot EV chargers remotely on the InControl network
- Route incoming calls to various departments
- Make decisions quickly, sometimes with limited information
- Provide live support for technicians performing field commissioning
- Responds promptly to escalations received from key customers
- Work on a rotating schedule with team members for after-hours calls for Service Level Agreement (SLA) customers
- Review work log, customer feedback periodically with team and other analysts and technicians, to identify and act on opportunities for improvement
Your Experience and Capabilities
- 2+ years of experience in customer support role requiring troubleshooting and diagnosing an issue
- Strong customer service ethic
- Possess an enterprising, self-starter attitude
- Adaptable to the changing dynamics of start-up business strategy
- Proven working experience in customer service with ticketing software
- Excellent client-facing and internal communication skills
- Excellent written and verbal communication skills
- Solid organizational skills including attention to detail and multi-tasking skills
- Detailed follow through, every time, every client
- Strong working knowledge of Microsoft Office Suite
- Salesforce and Zendesk experience is a plus
- Experience in the EV Charging industry is a plus
What We Offer
Full-time employees enjoy competitive compensation, yearly bonuses, and benefits package including 401(k) matching contribution, health, dental, and vision, cell phone reimbursement, generous vacation, office meals and snacks, team building events and activities throughout the year.
Equal Opportunity Employer
Employment at InCharge Energy is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.
CCPA disclosure notice here.