Tech Support Specialist - Austin, TX
EV Connect
- Austin, TX
- $75,000-85,000 per year
- Permanent
- Full-time
- Troubleshoot and identify issues within rigorous SLA timelines.
- Monitor network for proper charge station function and identify issues before they become apparent to the customer.
- Manage and execute actions on service tickets in conjunction with internal and external teams and partners.
- Analyze and provide clear feedback regarding issues that arise with hardware and software.
- Work in conjunction with Hardware Partners and on-site technicians to guide resolutions for hardware issues in the field.
- Provide technical recommendations to internal and external teams to resolve possible network communication issues.
- You have a winning attitude and embody the concept of extreme ownership.
- A critical and analytical thinker with a passion for solving customer issues.
- A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.
- Willing to work flexible hours and overtime on short notice as customer escalations require.
- Available to be “on call” after normal working hours on a periodic basis.
- Comfortable around a computer with experience in MS Office Suite, plus one or more Cloud-based ticket management systems such as Zendesk.
- Familiar with electrical/electronic concepts and applications.
- Familiar with cellular and Wi-Fi network communications fundamentals.
- Bachelor's Degree or equivalent in electronics, mechanical engineering or related technical discipline is required.
- Required: 2+ years of support role in the eMobility/EV Charging industry
- 3-5 yrs. of relevant experience in technical support, computer / network programming, electrical contracting, customer support or related area