Not provided by employer
Your primary role is to interface with our customers as a level 2 support engineer through our customer experience team to ensure hardware and software issues are resolved quickly and efficientlyThe role will require the ability to analyze both hardware and software logic errors, engage with the development engineering team, directly interact with end users/customers, and collaborate with customer teams to drive issues to quick resolutionThough experience in electric vehicles, charging infrastructure and mobility is highly desired, it’s not an imperativeOur ideal candidate brings an awesome combination of technical and engineering experience, business acumen, emotional iq, willingness to continuously learn and most importantly a customer-obsessed mindset!
Excellent communication, analytical, troubleshooting and problem-solving skills
Experience using help desk software, remote support tools and crm software (microsoft dynamics, salesforce)
Strong attention to detail and multi-tasking abilities
Teamwork, collaboration and critical thinking skills
Hands-on experience with developer basic tools such as ide’s, compilers, debuggers, profilers, version control systems, bug tracking systems, build systems, code coverage and automated testing tools
2+ years of experience in engineering and / or technical support
Experience or strong passion for executing in an agile development environment
Strong organizational and prioritization skills and a demonstrated ability to work in a remote work environment
What you will be doing
Work with level 1 customer support team in diagnosing customer charger hardware and software issues
Escalate to level 3 engineering or hardware oems as necessary while ensuring appropriate follow-up slas are met
Log bugs in jira and follow-up/escalate as required
Work within customer slas to ensure timely response and solutions are presented and updated
Work closely with other members of the customer experience team to ensure world-class customer service is consistently delivered
Reproduce issues in-house with aim to develop work-arounds and solutions
Be willing to jump onto a customer call to walk them through and distill a more complex issue into digestible and understandable solutions.
Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts etc.
Provides information by collecting, analyzing, and summarizing development and service issues
Collaborate with distributed team of developers and qa engineers
Analyze and improve application performance, reliability, availability, scalability
We are looking for candidates who have:
High emotional iq: understand customers’ emotions and concerns about our product as much as you understand the concerns of the sales team on how to sell that product, or the support team on how to support it, or the engineering team on how to build it
Start-up nerve: have the temperament to weather through the ups and downs of a fast-paced startup, always balancing predictability and adaptability
Customer empathy: establish strong rapport with customers and partners to decipher their needs and emotions to astutely tease out the pain points that the product or feature will address
If you fit the bill and are ready to join us on our rocketship.
Posted 30+ days ago