Advanced Technical Support Engineer

With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. 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.

Supervisor, Technical Support

What You Will Be Doing

Owner Support performs a crucial role in differentiating ChargePoint from its competition. We are ever changing, hard-working and growing fast!

Our charging stations are all connected with our cloud system which allows for a great level of remote troubleshooting, configuration, and software updates. Using your superior communication skills and logical approach, you will diagnose problems, assess needs, and create solutions to resolve issues. You will engage with our software and hardware engineering teams for advanced guidance and support as needed. More specifically you will:

• Use your established technical knowledge to identify and resolve complex network, software, and hardware problems; including those related to the integration with third-party software, equipment, and solutions (e.g., roaming, cellular service)
• Provide exceptional support, empathy, and project management skills with the engineering teams of electric vehicle manufacturers, white-glove customers, large corporate accounts and their stakeholders, fleet managers, field technicians, as well as owners of our charging stations and drivers
• Evolve yourself by honing your existing skills as well as taking the initiative to learn new skills, all while learning new products, services, and innovations that occur within ChargePoint and the charging industry
• Work in a hyper-organized fashion, be extremely flexible with your time, and be able to prioritize and re-prioritize your day as issues arise
• Communicate via our case management system, maintain an open and honest dialog with the relevant internal and external parties via email, phone calls, video conference calls, and/or messaging software
• Help coordinate the installation/repair of chargers with our field service partners and assist customers with the activation and configuration of their chargers.
• Be a complete advocate for the customer as you are their voice within ChargePoint and the Owner Support team

 What You Will Bring to ChargePoint

• (Minimum of) 4 years' experience in a customer service or technical support environment with a strong knowledge of customer service principles and practices
• Thorough knowledge of electrical vehicle and charging industry, including but not limited to knowledge of electric vehicle and batteries, EVSE hardware and software, intricacies of the interaction between vehicles, EVSE hardware/software and electrical supply/infrastructure
• Ability to learn and stay current on the technical and professional expertise required to do the job effectively and to create effective customer solutions, whether through leader-led or self-led courses
• Can independently set high standards of performance for yourself and others with the ability to coach teammates as needed
• Comfortable with making next-step decisions, excited by "thinking outside of the box", and take responsibility and accountability for both successfully and unsuccessfully completing tasks.
• Responsible for identifying technical issues that may affect customer satisfaction and work proactively to solve such issues, which may require difficult conversations with the customer
• Be self-motivated, effective, and decisive along with the ability to easily adapt to change and competing demands all while working remotely, under tight deadlines, and managing multiple tasks/projects independently
• Comfortable with making next-step decisions and excited by "thinking outside of the box"
• Be prepared to work outside of normal office hours as required
• Bachelor’s degree in a technology related field or equivalent combination of education and experience.

Location

Remote, US

 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.

This role is fully remote and is open to applicants within the United States. Persons accepting offers for this role must provide and pay for their own high-speed Internet connection (recommended download speed of 25Mbps with at least 3Mbps upload). ChargePoint will provide a laptop, monitor, wireless mouse, keyboard, and headset. Relocation is not required nor provided

 ChargePoint is an equal opportunity employer. 

 Applicants only - Recruiting agencies do not contact.