Customer Support Engineer (EN/FR)
ChargePoint, Inc
3 dagen geleden

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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