Job Information
Job Order ID :
NY1498074
# of Positions :
1
Minimum Education Level :
Bachelor's Degree
Experience Required :
3+ years
Salary :
$33.65 + hourly
Duration :
Full Time Regular
Shift :
First Shift (Day)
Hours per week:
Not Specified
Job Description
Responsibilities
* Coordinate scheduling between external service providers and the internal teams shifts
to ensure we have 24/7 coverage for our EV charging network.
* Act as the frontline support for customer inquiries that get referred from the call-center,
providing timely and effective resolution to tickets and issues. This includes but is not
limited to issues related to: Billing, account management, charging accessibility and
convenience, or troubleshooting charging hardware and software.
* Communicates department goals and other pertinent company information to members
of the Technical Support team in a clear, accurate, and timely manner.
* Monitor the teams call and activity performance and provide coaching and training to
encourage a culture of excellence.
* Work with the engineering team to quickly understand our EV charging ecosystem, the
industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of
our products.
* Occasionally able to travel into the field to provide hands-on technical support to high
value customers to ensure lasting relationships.
* Ensure that insights gathered via the technical support program are consistently
processed and shared with the engineering, development, sales, and marketing teams
to create a reliable market feedback loop for products and services.
* Communicate regularly with Sales, Marketing, Engineering to maintain and understand
product features/specifications, and develop quality control standards.
* Be the go-to person for understanding the EV charging process and identifying common
problems during troubleshooting.
* Challenge yourself and the team to pursue continuous improvement in our
troubleshooting practices for maximum efficiency.
* Provide technical guidance and training to support specialists to enhance their
troubleshooting skills and product knowledge.
* Maintain a deep understanding of the organizations products, services, and technical
infrastructure.
* Prepare regular reports and dashboards to track key performance indicators (KPIs) such
as ticket volume, issue categories, resolution time, customer satisfaction, and the
movement in these metrics over various time-periods.
* Analyze support data to identify trends, root causes of recurring issues or KPI deviations,
areas for improvement, and make recommendations to senior management to drive
strategic decision-making.
* Act as an escalation point for complex technical issues, providing guidance and
assistance to resolve them promptly.
* Develop and maintain team technical training plans leveraging industry knowledge and
internal company resources and personnel; and support the creation and upkeep of a
companywide knowledge resource on the related materials and technologies.
Requirements and skills
* Bachelors degree in computer science, engineering, a related field, or equivalent
experience.
* Must have technical/diagnostic ability along with analytical ability to diagnose problems
above basics, and basic mechanical skills.
* You have 3+ years of leadership experience and have excelled at leading a team of
technically focused agents in the past.
* You have 5+ years of customer technical support experience where you solved problems
that were technical in nature.
* Experience at building and staffing a technical support team from the ground up.
* Experience designing and maintaining a technical support program
* You are flexible. While you have a set schedule there may be times where you need to
cover for your team.
Physical Demands
* Sitting: the majority of the workday involves sitting at a desk operating a computer
* Environment Factors: the office setting may have moderate noise levels and variations in
temperature
* Standing and Walking: the role is primarily sedentary, occasional standing and walking
may be required to perform various office tasks
Company Information
Name :
Livingston Energy Group, LLC
Application Information
Email :
By Phone :
Call Samantha Jessop at 5182619424