Customer Support Specialist - North Chesterfield, United States - InCharge Energy

InCharge Energy

Verified Company

North Chesterfield, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 preanalysis 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 afterhours 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, selfstarter attitude
Adaptable to the changing dynamics of startup business strategy
Proven working experience in customer service with ticketing software
Excellent clientfacing and internal communication skills
Excellent written and verbal communication skills
Solid organizational skills including attention to detail and multitasking 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