Associate Technical Support Engineer

Reports To

Supervisor, Industrial Support

What You Will Be Doing

• Respond to customer inquiries (voice or email) for EV charging stations as a Technical Support Engineer – Enterprise Support.
• Provide technical support to ChargePoint customers, partners, and field support staff with focus on diagnosing, troubleshooting, and debugging ChargePoint software and hardware.
• Position provides an opportunity to continuously develop technical skills through learning and supporting next generation Electric vehicle products.
• Position requires a motivated, self-starter and self-learner with a customer-first attitude.

Primary Accountabilities

• Take ownership and resolve assigned cases via a ticketing tool; technical questions and inquiries from ChargePoint customers.
• Resolve cases per productivity, performance and SLA standards and support goals.
• Answer technical questions/problems; Providing appropriate workarounds or solutions.
• Research, document, and assess when it is necessary to engage with team members to enable timely issue resolution.
• Contribute to Knowledge Management (KM), via case documentation.
• Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base.
• Identify and escalate complex issues to the appropriate teams for further resolution.

What you will Bring

• Customer Service experience. Engagement with customers through live calls; queues; multitask with customers over phone and other Communication tools.
• Working in an open and collaborative environment, proactive integration and connectivity with peers, demonstrate strong sense of teaming and continuous willingness to share, learn and collaborate.
• Effective verbal communication skills. Active and reflective listening, in-depth questioning skills to foster an immediate customer relationship/connection, ability to explain technical topics in simple terms.
• Effective written skills. Writing of Knowledge Management articles; case summary notes to ensure universal understanding for all relevant stakeholders.
• Time management. Prioritize and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables.
• Situational adaptability. Apply flexibility and behavioural strategies to adapt to changing priorities in a dynamic working environment.
• Drive Results and Problem Solving. Maximize engagement with team members to ensure effective problem solving, resulting in timely case resolution.
• Troubleshooting and Problem Solving. Think quickly and react to customer impacting situations. Effective case resolution, say do mind-set with a commitment to carry through to resolution.
• Accountability/Ownership. Proactive continuous learning, continued development plan to enhance skills and bridge gaps.

Preferred

• Networking fundamentals (TCP/IP, M2M communications, etc.)
• Cloud based management platform and application support.
• Good understanding of computer systems, mobile devices and other tech products.
• Additional certification in Microsoft, Linux, networking or EV technologies is a plus.

Requirements

• Strong communication, interpersonal, motivational, and organizational skills.
• Willing to work in European time when and if required by the business sporadically.

Location

Bangalore, India