Junior Technical Support Representative – North America

Job description

Who we are:

EVBox is the global leading manufacturer of electric vehicle charging stations and charging management software. With an installed base of over 50,000 charging points across more than 960 cities worldwide, EVBox drives sustainable mobility by bringing the leading electric vehicle charging solutions to the world.

Just like the automobile replaced the horse and carriage, so will electric vehicles replace combustion-based automobiles. A charging point at every parking spot, an Electric Vehicle for every driver. 


For our team at EVBox North America, we’re looking for a dedicated Junior Technical Support Representative to join us based in New YorkIn this entry level technical support role you will primarily be responsible for providing technical support for EVBox products: consisting of troubleshooting and providing timely solutions to customers, installers or internal stakeholders.


Our ideal candidate beside having a background in engineering, you also have an aptitude for problem solving. You should be comfortable engaging with customers, as well as reviewing and revising current technical processes to maximise efficiency.


Responsibilities (include but are not limited to):

Technical Support

  • Deliver technical support 
  • Record and follow up on technical support issues related to EVBox products
  • Perform detailed troubleshooting on incoming cases
  • Answer inquiries and provide technical information to internal staffs
  • Support and guide external service partners
  • Set-up knowledge base and keep it up-to date
  • Test new releases on the basis of test protocols

Customer Documentation

  • Follow up and update tickets in the Service Cloud ticketing system
  • Support with documenting, SOPs and writing technical manuals
  • Open to travelling - up to 20% 

Hardware Development

  • Perform deep analysis of (technical) inquiries and provide feedback on hardware and firmware development

Requirements

Qualification / Experience

  • Bachelor’s degree with a technical background
  • 1-3 years of experience supporting in technical support, preferably in the industry
  • Experience with SalesForce is a bonus 
  • Good exposure to Embedded systems or Power Electronics 
  • Proficient in making presentations and documents
  • Master at Excel
  • Familiarity with remote support software tools (ex. TeamViewer)
  • Fluency in English (both spoken and written)
  • Project management skills
  • Strong attention to detail
  • Critical thinking

Do you see yourself as truly passionate about the EV industry? Do you show affinity with renewable technologies and products? Then we might be looking for you! Our growth and success are driven by the passion and dedication of everyone here in the EVBox family.