What You Will Be Doing
Customer Support Engineers will provide administrative, technical, and network problem troubleshooting and resolution to station owners and field technicians by assessing needs and creating solutions to resolve issues.
Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner both via a ticket tracking system (email) and phone.
You will also help coordinate the installation of chargers with our field service partners and help customers with the activation and configuration of their chargers.
Duties and Responsibilities
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Resolve any issues that a customer may have with their charging stations, mainly by great technical troubleshooting
Project manage station installations and activations
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
Diagnose and resolve technical hardware, software, and networking issues involving cellular connectivity
Identify and escalate priority issues per Client specifications
Accurately process and record call transactions using a computer and designated tracking software
Organize ideas and communicate oral messages appropriate to listeners and situations
Skills And Knowledge Qualifications
Excellent verbal and written skills in English and French. Other European languages are a plus.
Professional written and phone etiquette
Strong technical troubleshooting and analytical capabilities
Knowledge of customer service principles and practices
Effective listening skills
Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
Focuses and guides self in accomplishing work objectives
Acquires, and maintains the technical / professional expertise required to do the job effectively and to create effective customer solutions
Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations
Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks;
self-imposing standards of excellence rather than having standards imposed
Comfortable with making next-step decisions and excited by "thinking outside of the box"
Proactive, enthusiastic and a great team player
Education And Experience
Bachelor’s degree in a business or technology related field or equivalent combination of education and experience.
Minimum of 2 years in a customer service or technical support environment
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