Technical Customer Support Specialist

Tier 2 Support, Customer Support, Technical Support, Technical Customer Support Specialist

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**About ChargeLab**:
Over the next decade, there will be a massive shift to electric vehicles (EVs), 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 charging stations across the world.

If you are looking to solve one of today’s most complex challenges, see the results of your work supporting thousands of EV charging stations and make a positive impact on the world, join us

**About the role**:
The Technical Customer Support Specialist is responsible for ensuring a quick and smooth resolution of all Tier 2 support issues. This role will work closely with our external Tier 1 support agency and our Customer Success team to ensure we are hitting our SLAs, and providing world class customer support.

We are looking for someone that thrives in an environment where no one day is the same. If you are a self driven, curious professional who likes problem solving and finding the root cause, we’d love to hear from you

**What will ChargeLab offer you**:

- Managers that are committed to promoting your career growth
- Getting involved with the new booming EV industry, do something that has a real life impact
- A flexible work environment (remote or hybrid (GTA) choose what works best for YOU)
- Solid health benefits plan, covered 100% by ChargeLab
- A super fun team to be part of, full of smart professionals to collaborate with and learn from

**Customer Support Specialist responsibilities**
- Ensure customer service excellence by taking ownership over the Tier 2 support tickets, ensuring timely resolution
- 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
- A continuous commitment to customer excellence and comfort to continuously grow professionally in an environment that is rapidly evolving
- Adaptability, decision making skills and the ability to work independently
- A natural curiosity and want to solve problems
- A keen eye for detail and interest in hardware troubleshooting
- Strong project management skills
- Excellent communication (verbal and written) and interpersonal skills
- Ability to negotiate and resolve conflicts
- Capable to build commitment within the team

**Qualifications**:

- University degree (or equivalent)
- Previous experience with Zendesk, creating and maintaining a Help Center
- Successful completion of a background check (coordinated by us)
- Previous experience with connected devices and hardware troubleshooting an asset
- Previous experience with data querying experience (opensource, elastic log, sql)
- Previous experiencing with EVs preferred
- Experience with working with an outsourced support agency is preferred
- Strong preference for bilingual (French/English)