Bilingual Customer

3 weeks ago


Toronto, Canada ChargeLab Full time

Bilingual Customer & Technical Support Specialist (Remote)

=====================================================

**About ChargeLab**:
Over the next decade, there will be a massive shift to electric vehicles, with the majority of North American vehicle sales expected to be EVs by 2030. ChargeLab is a fast-growing software company building the EV charging infrastructure of the future with solutions that power networks of EV charging stations across the world.

All EV chargers in our network are connected to the internet. Our software remotely manages and controls these units to make life easier for EV drivers and charger owners. Simple, eh? Of course not; life is never that easy. There are a few things that can go wrong in this process; including software bugs, connectivity issues or even hardware faults. That’s where you come in

**About the role**:
You will help to own the customer experience and ensure drivers, site hosts, installers and business partners have best-in-class support and service. You’ll make sure our customers are taken care of when they experience EV charger issues. This is a customer-facing role where you’ll directly interact with stakeholders to solve their technical issues and do troubleshooting using our software tools. Most importantly, you’ll work with executive leadership and cross-functional teams to design processes and systems to proactively monitor, identify and triage charger issues before users ever notice, ensuring a consistent, high-quality customer experience.

We are looking for a Junior to Mid-level customer experience specialist with a technical background. You will work remotely with our hardware testing and integration team to ensure that EV chargers work as expected and interact correctly with the backend software.

**Customer & Technical Support Specialist responsibilities**:

- Ensure customer service excellence by taking initial support calls from customers and help to resolve ChargeLab App and vehicle charging related issues
- Troubleshoot EV charger specific issues and cloud software backend to EV chargers interaction issues in a timely matter
- Remotely diagnose hardware, firmware, connectivity and electrical issues with chargers
- Track, manage and solve customer issues, ensuring regular updates and follow up
- Coordinate EV chargers repair and replacement with local technicians and electricians
- Create support process documentation to optimize future efficiency
- Be customer’s needs advocate to the Product, Engineering and Operations teams through documenting customers issues and providing regular customer feedback
- Maintain a troubleshooting Wiki to build knowledge for future support
- Occasionally work shifts to provide support in specific situations
- Occasionally travel to the US when needed though travel will be rare
- Excellent verbal and written communication skills (French & English)
- Adaptability, decision making skills and the ability to work independently
- The ability to efficiently investigate issues remotely and problem solving skills
- Understanding of networking, ideally cellular, wifi and ethernet
- Basic knowledge of electrical troubleshooting
- A continuous commitment to customer excellence and comfort to continuously grow professionally in an environment that is rapidly evolving

**Qualifications**:

- Previous experience using software to manage full cycle support tickets
- 3+ years direct customer-facing experience
- Business-level fluency in French
- Successful background check completion (coordinated by us)
- Bonus: Experience with Jira, Zendesk and other Web Tools

**What will ChargeLab offer you**:

- Excellent growth opportunities
- Getting involved with the new booming EV industry
- Work from home opportunities
- Solid benefits plan



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