EV Connect is looking to hire a Technical Support Manager to oversee and improve the Technical Support team to provide an excellent support experience to our customers. The role will be guiding and improving the soft and technical skills of our technical support team, help diagnose and solve problems, work externally with our partners, and most importantly, keep our customers informed on solving their problems in the e-mobility space.
Key Responsibilities:
- Responsible for the overall customer support experience.
- Manage a team of professionals that have direct contact with customers to solve their e-mobility concerns.
- Is action oriented individual driven to provide continuous improvement of our customers and the support team.
- Responsible for review and actioning of their KPI’s.
- Design, improve, and review the environment of our support system, tools, and knowledge base.
- Responsible for the oversight and timely execution of support tickets, customer communication, support escalations, and vendor partnership improvements.
- Oversight of training programs for Support Team for the continuous improvement of knowledge, skill set, and tools.
- Through the use of data and our tech support team, help identify trends within the EV Connect Ecosystem that can be reviewed with the quality team to help provide solutions.
- Help coordinate the installation/repair of chargers with our field service partners and assist customers with the activation and configuration of their chargers.
- Collaborates with other staff to research and resolve problems.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Will support in various Network Operations tasks, improvements, and reporting reviews.
Desired Experience:
- 3 - 6 years in technical support/ management with ideal focus on networked electrical equipment or environments.
- Experience in vendor relationship management.
- Working knowledge of various software, firmware, and hardware technologies.
- Ability to take complex situations and provide a step-by-step breakdown of the problem and solution.
- Ability to manage remote teams across multiple time zones.
- Attention to detail and ability to help set-up process/ procedures.
- Strong communication skills.
- Customer orientation with excellent communication and presentation skills.
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.
Established in 2010, EV Connect is a subsidiary of Schneider Electric which serves customers across 41 states in the U.S., including GM, Avista Utilities, Love’s Travel Stops, Verizon, Marriott, Hilton, Western Digital, SCE, New York Power Authority, and numerous municipalities. Globally, EV Connect's reach extends across Europe, Australia, and Asia, removing carbon emissions from vehicles through the electrification of transportation. For more information, please visit www.evconnect.com and follow us on Twitter and LinkedIn.
Our Benefits:
Paid time off (vacation and flex time), covered parking, free EV charging, office one block from Metro stop, health insurance, life insurance, dental insurance, 401k, workplace perks such as free healthy snacks, drinks and coffee.
EV Connect is an Equal Opportunity Employer and requires proof of eligibility to work in the U.S.