Delivering exceptional technical support to customers experiencing issues with electric vehicle charging stations is a key responsibility in this role. As the first point of contact, you will ensure prompt and professional assistance to minimize downtime and provide a positive customer experience.
Key Responsibilities:
* Respond to customer inquiries via phone, email, or chat regarding EV charger functionality, connectivity, and usage.
* Perform initial diagnostics on charging stations, including power status, network connectivity, and user interface issues.
* Guide customers through standard troubleshooting steps such as resets, cable inspections, and mobile app configurations.
* Elevate unresolved or complex issues to Tier 2 support or field service teams, ensuring detailed and accurate documentation.
* Contribute to knowledge management and continuous improvement based on daily operations and recurring issues.
Requirements:
* High school diploma or equivalent required; technical training or certifications in IT, electronics, or automotive systems are beneficial.
* Experience in a customer-facing technical support role, preferably in a call center or eMobility environment.
* Basic understanding of electrical systems, IoT devices, and network troubleshooting (e.g., Wi-Fi, Ethernet, SIM-based connectivity).
* Familiarity with EV charging standards and protocols (e.g., Type 2, CCS, OCPP) is advantageous.
* Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
* Proficiency in using CRM and ticketing systems.
* Ability to work in a shift-based environment, including weekends and holidays.
* Language proficiency in English is essential; native-level German or Dutch is mandatory.