Technical Support Agent URGENTLY HIRING

Overview

This role is designed to ingest and resolve our tier 1 technical support requests using diagnostic tools, client management systems, and investigative techniques. You will own, track, and resolve a book of client cases, meeting or exceeding quality and resolution goals. You will be a direct owner of the front-line relationship with the client, and responsible for understanding and utilizing company resources to resolve challenges

What Youll Do

Customer Service:

• Accept, acknowledge, and appropriately triage and document inbound client issues in Salesforce
• Meet required response and resolution service levels
• Provide clear and concise information regarding EV charging operations, troubleshooting
• steps, and service appointments
• Resolving customer issues effectively and efficiently, ensuring customer satisfaction
  
  

• Diagnose and troubleshoot technical problems with EV charging stations, inclusive
• networking/communications, electrical concerns, and software concerns
• Clearly document troubleshooting steps and required next steps
• Communicate through written and verbal channels status and progress to clients
• Engage and submit trouble tickets to appropriate departments for resolution
• Coordinate with field technicians and engineers to ensure timely repairs and maintenance
  
  

• Schedule service appointments for customers based on their availability and the severity of the issue
• Coordinate with technicians to ensure efficient scheduling and timely service
  
  

• Utilize customer relationship management (CRM) software and other relevant tools to
• track service requests, manage appointments, and generate reports
• Be comfortable learning and adapting to new software environments.
• Data Entry and Opportunity creation
  
  

• Collaborate effectively with colleagues in other departments to ensure seamless service
• delivery
• Participate in team meetings and training sessions to enhance skills and knowledge
  
  

• Application Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)
• Work set up: Onsite
• Schedule: Shifting
  
  

• Competitive salary package
• Exciting employee engagement activities
• Stability (Continuously getting pioneer accounts)
• Learning sessions every week
• Fast career growth
• Accessible location
• HMO
• Leave credits/Leave conversions
• Night differential
• Uncapped annual appraisal
• 2 days off