Tech Support Specialist - Austin, United States - EV Connect Inc

Description

EV Connect is seeking an energetic problem solver to join our in-house technical support team.

You will work directly with our customer support and HW vendor partners to troubleshoot and resolve EV charging station issues in the field and return stations to active service in the shortest possible timeframe.

Summary of Duties and Responsibilities:

• Troubleshoot and identify issues within rigorous SLA timelines.
• Monitor network for proper charge station function and identify issues before they become apparent to the customer.
• Manage and execute actions on service tickets in conjunction with internal and external teams and partners.
• Analyze and provide clear feedback regarding issues that arise with hardware and software.
• Work in conjunction with Hardware Partners and onsite technicians to guide resolutions for hardware issues in the field.
• Provide technical recommendations to internal and external teams to resolve possible network communication issues.

Qualifications (You are):

• You have a winning attitude and embody the concept of extreme ownership.
• A critical and analytical thinker with a passion for solving customer issues.
• A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.
• Willing to work flexible hours and overtime on short notice as customer escalations require.
• Available to be "on call" after normal working hours on a periodic basis.
• Comfortable around a computer with experience in MS Office Suite, plus one or more Cloudbased ticket management systems such as Zendesk.
• Familiar with cellular and Wi-Fi network communications fundamentals.

Education:

• Bachelor's Degree or equivalent in electronics, mechanical engineering or related technical discipline is required.

Experience:

• Required: 2+ years of support role in the eMobility/EV Charging industry
• 35 yrs. of relevant experience in technical support, computer / network programming, electrical contracting, customer support or related area

About EV Connect:

EV Connect is on a mission to build a better planet by enabling electricity as a transportation fuel.

Through its innovative and open charging platform, EV Connect simplifies the set-up, management, and optimization of charging stations with premium customer service, from installation to driver support.

EV Connect guides companies of all sizes in managing networks of chargers and delivers a seamless EV charging experience that empowers drivers.

Our Benefits:

Paid time off (vacation and flex time), health insurance, life insurance, dental insurance, 401k.

EV Connect is an Equal Opportunity Employer and requires proof of eligibility to work in the U.S.