- The Manager of the Technical Support team (MTS) is responsible for the overall customer relations by providing leadership and direction as they act as the customer escalation advocate within ZIS Services
- This position will manage and lead a team of professionals that have direct contact with the customers, sharing knowledge and experience with colleagues, having the internal knowledge to understand the correct path to direct technical or material issues, ensure a satisfactory conclusion in a timely manner and with a focus on customer satisfaction
- The MTS ensures their respective teams both monitor and measure spare and repair management through backlog alignment, identify support solutions to prevent delays in Service
- The MTS is responsible for managing customer satisfaction by means of internal and external performance scorecards and indicators
- Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team
- Provide the team support with direction of the group's overall continuous improvement
- Sets challenging targets and objectives to the team and ensures understanding to create accountability to achieve highest levels of support
- Responsible for identifying training and when appropriate delivering training to ensure that the tech support techs have the correct tools to attain customer satisfaction
- Continually strive to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution
- Build new and develop long lasting relationships with customer senior level management
- Accompany respective team members to on-site customer meetings as required such as Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
- Use your technical knowledge to identify and resolve network and hardware problems; including those related to the integration with 3rd party equipment and solutions (e.g., roaming)
- Provide support and cooperate with the Engineering teams of Electric Vehicle manufacturers, Fleet Managers, Field Technicians, as well as owners of our charging stations and drivers;
- Organize your work, communicate via our case management system, and also maintain direct phone communication with the relevant internal and external parties;
- Help coordinate the installation/repair of chargers with our field service partners and assist customers with the activation and configuration of their chargers.
- You evolve and adapt along with the company as it innovates and develops our products and services, keeping up with the E(V)revolution
- Identifies, investigates, and resolves users' problems with computer software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, EV Chargers and procedures to solve problems.Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Collaborates with programmers to explain errors and/or recommend modifications in programs.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Maintains knowledge of technology innovations and trends.
- Performs other related duties as assigned.
- Proven customer support experience
- Salesforce experience is a plus
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- College Degree, preferred in Engineering
- Minimum five years' experience
- Customer Service
- Product Knowledge
- Quality Focus
- Market Knowledge
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multitask
- Patience
- Negotiation
- Positive Attitude
- Attention to Detail
- People Oriented
- Analysis
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills
-
Technical Support Engineer
2 days ago
Broadcom Corporation Newport Beach, United StatesPlease Note: · 1. If you are a first time user, please create your candidatelogin account before you apply for a job. (Click Sign In > Create Account) · 2. If you already have a Candidate Account, please Sign-In before you apply. · Job Description: As a Level 3 Technical Suppo ...
-
Technical Support Short-Term
5 days ago
Coast Community College District Costa Mesa, United StatesUnder direct to minimum supervision of the head of the Division, Department, or Program, the non-academic, non-classified short-term support employee will provide services to the department to support and assist regular employees by performing a variety of needed temporary tasks. ...
-
Technical Support Short-Term
2 weeks ago
Coast Community College District Costa Mesa, United StatesUnder direct to minimum supervision of the head of the Division, Department, or Program, the non-academic, non-classified short-term support employee will provide services to the department to support and assist regular employees by performing a variety of needed temporary tasks. ...
-
HVAC Technical Support
3 weeks ago
TEKsystems Irvine, United States Contract to RegularDescription: · WHAT WE ARE LOOKING FOR · The ideal candidate for this position is familiar with the tankless industry or related. They have strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment. ...
-
Technical Support Specialist
5 hours ago
Open Systems Technologies Irvine, United StatesOur direct client of ours located in Irvine CA. has a long term contract opportunity. Its a hybrid role, 4 days onsite. Looking for a Technical Support/ Deskside Support Specialist to join their team. · Required Qualifications · • Desktop Support background - 4+ years, Help desk ...
-
EV Charging Manager of Technical Support
2 days ago
Zero Impact Solutions Costa Mesa, United StatesAbout Us · We are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage, Hydroponic farming and Rain Water/Grey Water collection systems. We have been exp ...
-
EV Charging Manager of Technical Support
3 weeks ago
Zero Impact Solutions Costa Mesa, United StatesJob Description · Job DescriptionAbout Us · We are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage, Hydroponic farming and Rain Water/Grey Water coll ...
-
Technical Services Support
3 days ago
Hytera US Inc Irvine, United StatesTech Services Support Job Description (Temp-to-hire) · Overview: · As a PoC Specialist, you will be providing technical support, repair assistance and exceptional service to internal as well as external customers for our push-to-talk over cellular (PoC) devices . You will also ...
-
Technical Support Technician
4 days ago
Fisher & Phillips Irvine, United StatesTECHNICAL SUPPORT TECHNICIAN · At Fisher Phillips, we know exceptional talent is the key to our success to providing the best service to our internal and external clients. Being a part of the Fisher Phillips team means you will work with cutting edge technology in a professiona ...
-
Technical Support Specialist
2 weeks ago
Volvo Car Corporation Irvine, United StatesLet's create change together. · Nothing beats being part of positive change. We're on a truly exciting journey, working together in a fast-paced global environment to break new ground in almost every aspect of our operations. Right now, we have an exciting job opening for you in ...
-
Technical Services Support
2 weeks ago
Hytera US Inc Irvine, United StatesJob Description · Job DescriptionTech Services Support Job Description (Temp-to-hire) · Overview: · As a PoC Specialist, you will be providing technical support, repair assistance and exceptional service to internal as well as external customers for our push-to-talk over cellular ...
-
Senior Technical Support Specialist
3 days ago
Addison Group Irvine, United StatesWe have partnered with a large privately owned insurance broker and are looking to add a senior technical support specialist to their team. · Job Description: · 12–18-month contract with potential to convert. · hybrid 2 days onsite opportunity someone local to the Irvine or Lagu ...
-
Technical Support Short-Term
1 month ago
Coast Community College District Costa Mesa, United States Part time· Technical Support Short-Term · Coast Community College District · Salary: $ $28.00 Hourly · Job Type: · Job Number: Technical Support S-T 2023 · Location: Costa Mesa, CA · Definition · Under direct to minimum supervision of the head of the Division, Department, or Program, th ...
-
Tier 1 Technical Support
6 days ago
Centrex Software Costa Mesa, United StatesCentrex Software is a rapidly growing, profitable financial technology (fintech) company that still embodies a small start-up culture. We provide various Software-as-a-Service (SaaS) solutions, including CRM, white-labeled mobile apps, loan management systems, and more. Our prima ...
-
Technical Support Engineer II
6 days ago
ANSYS Irvine, United StatesRequisition #:14275 · Our Mission: Powering Innovation That Drives Human Advancement · When visionary companies need to know how their world-changing ideas will perform, they close the gap between design and reality with Ansys simulation. For more than 50 years, Ansys software ...
-
Technical Sales Support Specialist
5 days ago
Zymo Research Irvine, United States**Position Title:** Technical Sales Support Specialist · **Location:** Irvine, CA · **Summary:** · Zymo Research is looking for a Customer Service Representative/Technical Sales Support with experience in new customer acquisition and retaining client accounts to grow revenue. ...
-
Technical Support
1 week ago
UpdatePromise Chino, United StatesTechnical Support · Department: Dealer Support · Employment Type: Full Time · Location: Chino, California · Reporting To: Julienne De Leon · Compensation: $20.00 / hour · Description · Become a Part of the UpdatePromise Team. · UpdatePromise does more than create industry ...
-
IT Technical Support
2 days ago
Gyu-Kaku Japanese BBQ Torrance, United StatesTitle: IT Technical Support Employment Type: Full time, Exempt · Summary of Responsibilities: · Network Administration and Security · Hardware and Software Installation and Maintenance and Repair (Aloha POS, etc.) · Network and System Troubleshooting · Preventative Maintenan ...
-
IT Technical Support
3 weeks ago
Gyu-Kaku Japanese BBQ Torrance, United StatesJob Description · Job DescriptionTitle: IT Technical Support · Employment Type: Full time, Exempt · Summary of Responsibilities:Network Administration and Security · Hardware and Software Installation and Maintenance and Repair (Aloha POS, etc.) · Network and System Troubleshoot ...
-
Crimson Ventures Huntington, United StatesAs part of the 1st level support team, you will support our customers primarily in questions regarding the application of Vector products, providing an exciting insight into cutting-edge topics in the automotive industry. · Your profile: · - Completed degree in fields such as ele ...
EV Charging Manager of Technical Support - Costa Mesa, United States - Zero Impact Energy Group
Description
About UsWe are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage, Hydroponic farming and Rain Water/Grey Water collection systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. We are a licensed C-10 contractor and operate construction crews in various areas of CA and soon the rest of the U.S.
Reports To
Director of Operations
What You Will Be Doing
The Manager of Technical Support will be supporting a group of Technical Support representatives that provide support to our productsOur EV Chargers are all connected with platform on the cloud which allows for remote troubleshooting, configuration and software updates. Using your communication skills, you will diagnose problems, assess needs, and create solutions to resolve issues and convey them to clients. As needed, you will be able to access our Engineering organization to get advance guidance and support:
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
