Associate Technical Support Engineer(BBA/BA/Bcom/BSc/BCA)Active
The opportunity
Senior Manager, Frontline Business Process Team
What you'll do
Respond promptly to customer inquiries via voice, email, and live queues,: providing exceptional technical support for home EV charging stations.
Diagnose , troubleshoot, and debug ChargePoint software and hardware issues,: providing appropriate workarounds or long-term solutions.
Take ownership of assigned cases within our ticketing system and drive them: to resolution within established performance and SLA standards.
Collaborate proactively with team members and escalate complex technical: issues to the appropriate internal teams when necessary.
Author , update, and maintain technical documentation and case summary notes: for our Knowledge Management (KM) base to ensure universal understanding for stakeholders.
Communicate technical topics in simple, easy-to-understand terms for: customers through active and reflective listening.
What they're looking for
- Bachelor's degree: BA/Bcom/BBA/Bsc ONLY or equivalent practical experience.
- Proven customer service experience, specifically engaging with customers: through live calls and multitasking across communication tools.
- Strong verbal and written communication skills, with the ability to clearly: document case notes and write knowledge-base articles.
- Excellent troubleshooting and problem-solving skills, with a commitment to: carrying customer-impacting situations through to resolution.
- Ability to thrive in an open, collaborative environment with a strong sense: of teamwork, accountability, and adaptability under pressure.
- Willingness and flexibility to work night shifts as required to support our global customer base.
