Technical Support Engineer

Reports To

Supervisor Technical Support

What You Will Be Doing

Customer Support performs a crucial role in differentiating ChargePoint from its competition. We are ever changing, hard-working and growing fast! Our charging stations are all connected with our cloud system which allows for a great level of remote troubleshooting, configuration and software updates. Using your superior communication skills and logical approach, you will diagnose problems, assess needs, and create solutions to resolve issues. As needed, you will be able to access our Engineering organization to get advance guidance and support. 

What You Will Bring to ChargePoint

• Use your technical knowledge to identify and resolve network and hardware problems; including those related to the integration with 3rd party equipment and solutions (e.g. roaming)
• Provide support and cooperate with the Engineering teams of Electric Vehicle manufacturers, Fleet Managers, Field Technicians, as well as owners of our charging stations and drivers;
• Organize your work, communicate via our case management system, and also maintain direct phone communication with the relevant internal and external parties  – this includes also potential side visits from our customers or partners
• Help coordinate the installation/repair of chargers with our field service partners and assist customers with the activation and configuration of their chargers.
• You evolve and adapt along with the company as it innovates and develops our products and services, keeping up with the E(V)revolution!

Requirements

• 3-5 + years experience in a customer service or technical support environment.
• Fluent/Native in German and excellent verbal and written skills in English. 
• Strong technical troubleshooting and analytical capabilities
• Knowledge of customer service principles and practices
• Ability to learn and stay current on the technical/professional expertise required to do the job effectively and to create effective customer solutions
• Can independently set high standards of performance for yourself.
• Take responsibility and accountability for successfully completing tasks.
• Comfortable with making next-step decisions and excited by "thinking outside of the box"
• Be prepared to work outside of normal office hours (if required)
• Bachelor’s degree in a technology related field preferred or equivalent combination of education and experience.Location

Germany OR Austria

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