Technical Support Specialists (Hybrid Set-up)

We are currently seeking a Technical Support Specialist to provide monitoring, assessment, and troubleshooting support for customer equipment in line with established operational procedures.

Key Responsibilities:

- Identify and troubleshoot issues related to EV chargers; escalate complex concerns to manufacturers when necessary.
- Interact with customers and field technicians using Five9 SoftPhone for effective issue resolution.
- Monitor system performance and equipment uptime, and coordinate escalation processes as needed.
- Coordinate with manufacturers, service providers, and internal teams to follow up on unresolved cases.
- Ensure service levels are met, particularly regarding MTTA (Mean Time to Acknowledge) and MTTR (Mean - - - - Time to Resolve), including during high-priority situations.
- Actively participate in daily team check-ins and utilize communication tools for collaboration.
- Maintain performance standards by consistently meeting quality and productivity expectations.
- Work closely with various teams—both internal and external—to ensure timely ticket resolution.
- Take on additional responsibilities as assigned to support overall team objectives.

QUALIFICATIONS:

- Associate/bachelor’s degree/Vocational course and/or relevant certifications.
- Basic understanding of electrical concepts, including voltage, current, and power.
- Experience managing wireless carriers, troubleshooting, and provisioning/deactivation.
- Experience with LAN and WAN networks, TCP communication, VPN, and OSI layer troubleshooting.
- Excellent verbal and written communication in English.
- Flexible for shifting and hybrid schedules.

2-3 DAYS ONSITE