Location: Palo Alto

About EverCharge

EverCharge is a leading provider of electric vehicle (EV) charging devices and management systems and provides hardware and software EV charging solutions for fleets, multi-unit, and single-family homes. Our turnkey offerings are designed to utilize existing infrastructure to scale EV charging at the lowest cost. EverCharge’s load-balancing SmartPower technology maximizes the number of electric vehicles that can charge at once and eliminates barriers, such as data connectivity.

Founded in 2013 and headquartered in Palo Alto, CA, EverCharge operates a factory in Hayward, CA, which supplies EVSEs for its customers across North America.

Our Technical Support Specialist (Tier II)

Responsible for providing excellent customer service and support to clients or customers.

Responsibilities:

• Provide high-quality front-line support to customers via all communication methods (Calls, Email, Ticket view)
• Customer-centered helping EverCharge increase customer loyalty.
• Strive to exceed customer expectations through excellent communication, empathy, and a proactive approach.
• Promptly process incoming hardware, software, system, and issues within SLA and TAT standards in the ticket management queue (HappyFox)
• Hands-on technical VPN, basis networking connectivity infrastructure troubleshooting
• Real-time diagnosing with customers and 3rd party electricians
• Accurately assesses customer’s need(s), tailors messages based on the issue, and escalates problem to appropriate channels/team reps.
• Identify technical escalations while working with Tier 3 reps and engineering on complex cases and actively pursue resolution.
• Maintain customer accounts and records of customer interactions with detailed inquiries and complaints or add any comments necessary.
• Navigate in-house Glance dashboard, Jira, and Confluence knowledge base documentation.
• Assumes responsibility for and addresses non-technical issues regardless of tier levels
• Target to resolve incidents before TAT on all key issues (VIP properties and prioritized cases marked as critical)
• Stay up-to-date with the latest engineering and organizational hardware and process updates.
• Identify areas for improvement and best practices and propose innovative solutions.

Qualifications:

• Ability to sustain a high level of productivity in a remote-based work environment.
• Excellent communication skills, including active listening and verbal communication.
• Service-oriented and able to effectively interact with customers in a manner that leads to customer satisfaction.
• Proficient computer skills with the ability to learn new software.
• Ability to thrive in a fast-paced, evolving environment.
• Technical knowledge of Linux command tools, Linux shell, and python

Job Title and Compensation:

• The base compensation range for this position is between $20.00 and $30.00 an hour, based on full-time employment.
• Actual salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and work location.
• Our open positions are based on job competencies that are specific to each role. If you are offered a position, the job title may be different from what is advertised to align with the role's competencies and your specific background, experience, and interview results.