Technical Support Tier 2 Specialist, AC Charging

This position demands high levels of interaction with customers, installers, and employees, making strong technical skills and exceptional customer service abilities essential. The Specialist will collaborate with Sales, Operations, and Service teams to enhance the owner experience for our rapidly expanding customer base.

Above all, a commitment to exceeding installer expectations, anticipating questions, and ensuring a seamless charging experience is essential.

• Provide top-tier customer and technical support via inbound calls and emails.
• Educate installers and customers to ensure confidence in their charging equipment.
• Assess whether issues can be resolved remotely or if further service and diagnostics are necessary.
• Escalate complex concerns to Service Engineering or Field Service teams as needed.
• Accurately document issues and data in the CRM database.
• Flexibility to work a shifted schedule as support demands increase.
• Minimum of 3 years of relevant experience, ideally with an electrical or engineering background.
• Excellent written and verbal communication skills in English.
• Outstanding customer service skills.
• Ability to effectively prioritize and manage shifting priorities.
• Experience with CRM systems and the MS Office Suite.
• Background in the energy industry or technical support is preferred.
• Understanding of charging and/or inverter systems is an advantage.
• Understanding of Electricity Distribution Networks.
• Attention to detail in following oral and written instructions.
• Enthusiasm for learning new and innovative technologies.
• Willingness to assist and mentor team members.
• Ability to establish and maintain positive, cooperative working relationships.
• Capable of handling multiple priorities, organizing workload, and meeting deadlines.
• Team-oriented with a focus on achieving common goals.