Technical Support Agent | URGENTLY HIRING!

OverviewThis 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 challengesWhat You'll DoCustomer Service:Accept, acknowledge, and appropriately triage and document inbound client issues in SalesforceMeet required response and resolution service levelsProvide clear and concise information regarding EV charging operations, troubleshootingsteps, and service appointmentsResolving customer issues effectively and efficiently, ensuring customer satisfactionTechnical SupportDiagnose and troubleshoot technical problems with EV charging stations, inclusivenetworking/communications, electrical concerns, and software concernsClearly document troubleshooting steps and required next stepsCommunicate through written and verbal channels status and progress to clientsEngage and submit trouble tickets to appropriate departments for resolutionCoordinate with field technicians and engineers to ensure timely repairs and maintenanceSchedulingSchedule service appointments for customers based on their availability and the severity of the issueCoordinate with technicians to ensure efficient scheduling and timely serviceSoftware ProficiencyUtilize customer relationship management (CRM) software and other relevant tools totrack service requests, manage appointments, and generate reportsBe comfortable learning and adapting to new software environments.Data Entry and Opportunity creationTeamworkCollaborate effectively with colleagues in other departments to ensure seamless servicedeliveryParticipate in team meetings and training sessions to enhance skills and knowledgeOther InfoApplication Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)Work set up: OnsiteSchedule: ShiftingWhat's in it for you?Our people enjoy some amazing perks, check out a few below:Competitive salary packageExciting employee engagement activitiesStability (Continuously getting pioneer accounts)Learning sessions every weekFast career growthAccessible locationHMOLeave credits/Leave conversionsNight differentialUncapped annual appraisal2 days offAnd most importantly, youll be part of a growing company with dynamic and engaging team.