Customer Support Engineer

ChargePoint   •  

Scottsdale, AZ

Industry: Technology

  •  

Less than 5 years

Posted 59 days ago

This job is no longer available.

About Us

With electric vehicles (EVs) expected to be 25% of vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint is at the center of this revolution, powering the world’s leading EV charging network and most complete set of hardware, software and mobile solutions for every EV charging need. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a reality globally.

Supported by $298 million from investors including Daimler, Siemens, Linse Capital, Rho Capital Partners, BMW i Ventures and Braemar Energy Ventures, ChargePoint offers a once-in-a-lifetime chance to be part of creating an all-electric future and a trillion-dollar market. Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Overview

Under general supervision, Customer Support Engineers will provide administrative, technical, and network problem resolution to end-users (customers) by performing a diagnosis through various means of troubleshooting, while guiding users through step-by-step solutions. Solutions include, but are not limited to, account verification and registration, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, assisting with navigating around application menus, working with on-site technicians, and proactive resolutions to found issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Customer Service Engineers will perform related work as required. This role is located in Scottsdale, Arizona. Relocation will not be provided.

Reports To    Manager, Owner and Partner Support

Job Description

 

Duties and Responsibilities

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware, software, and networking issues involving cellular connectivity
  • Research required information using available resources
  • Identify and escalate priority issues per Client specifications
  • Accurately process and record call transactions using a computer and designated tracking software
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Stay current with system information, changes, and updates

Skills and Knowledge Qualifications

  • Professional written and phone etiquette
  • Not afraid to ask questions and collaborate with team
  • Strong technical troubleshooting capabilities
  • Ability to communicate clearly and accurately both verbally and in writing
  • Demonstrated proficiency in typing and grammar
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
  • Focuses and guides self in accomplishing work objectives
  • Acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions
  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Education and Experience

  • High School Diploma or GED Required
  • College education desirable
  • Bachelor’s degree in a business or technology related field or equivalent combination of education and experience. 
  • Minimum of 2 years in a customer service or technical support environment

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer.