Associate Technical Support Engineer

About Us
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 opportunity to create an all-electric future and a trillion-dollar market.

At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.

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.

Reports To

Supervisor, Industrial Support

What You Will Be Doing

• Respond to customer inquiries (voice or email) for EV charging stations as a Technical Support Engineer – Enterprise Support.
• Provide technical support to ChargePoint customers, partners, and field support staff with focus on diagnosing, troubleshooting, and debugging ChargePoint software and hardware.
• Position provides an opportunity to continuously develop technical skills through learning and supporting next generation Electric vehicle products.
• Position requires a motivated, self-starter and self-learner with a customer-first attitude.

Primary Accountabilities

• Take ownership and resolve assigned cases via a ticketing tool; technical questions and inquiries from ChargePoint customers.
• Resolve cases per productivity, performance and SLA standards and support goals.
• Answer technical questions/problems; Providing appropriate workarounds or solutions.
• Research, document, and assess when it is necessary to engage with team members to enable timely issue resolution.
• Contribute to Knowledge Management (KM), via case documentation.
• Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base.
• Identify and escalate complex issues to the appropriate teams for further resolution.

What You Will Bring

• Customer Service experience. Engagement with customers through live calls; queues; multitask with customers over phone and other Communication tools.
• Working in an open and collaborative environment, proactive integration and connectivity with peers, demonstrate strong sense of teaming and continuous willingness to share, learn and collaborate.
• Effective verbal communication skills. Active and reflective listening, in-depth questioning skills to foster an immediate customer relationship/connection, ability to explain technical topics in simple terms.
• Effective written skills. Writing of Knowledge Management articles; case summary notes to ensure universal understanding for all relevant stakeholders.
• Time management. Prioritize and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables.
• Situational adaptability. Apply flexibility and behavioural strategies to adapt to changing priorities in a dynamic working environment.
• Drive Results and Problem Solving. Maximize engagement with team members to ensure effective problem solving, resulting in timely case resolution.
• Troubleshooting and Problem Solving. Think quickly and react to customer impacting situations. Effective case resolution, say do mind-set with a commitment to carry through to resolution.
• Accountability/Ownership. Proactive continuous learning, continued development plan to enhance skills and bridge gaps.

Preferred

• Networking fundamentals (TCP/IP, M2M communications, etc.)
• Cloud based management platform and application support.
• Good understanding of computer systems, mobile devices and other tech products.
• Additional certification in Microsoft, Linux, networking or EV technologies is a plus.

Requirements

• Strong communication, interpersonal, motivational, and organizational skills.
• Willing to work in European time when and if required by the business sporadically.

Location
Bangalore, India

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.

ChargePoint is an equal opportunity employer.

Applicants only - Recruiting agencies do not contact.