Customer Support Specialist

The Customer Support Specialist at ChargEV serves as the frontline representative, ensuring a smooth and positive experience for EV drivers and customers. This role involves delivering timely and empathetic support across multiple channels, addressing inquiries related to charging stations, mobile app, payment processes and promotional campaigns.

Success in this role requires a good blend of technical knowledge, customer service expertise, and cross-functional collaboration. You will troubleshoot issues, guide users effectively, and work closely with internal teams to ensure swift and accurate resolutions. Additionally, you’ll contribute to service improvements by identifying recurring challenges and supporting the rollout of new products and features.

Success in this role means you’ll need to stay informed about the latest EV technologies and customer expectations while consistently delivering high quality support that builds trust and enhances user satisfaction.

Key Duties & Responsibilities

• Serve as the first point of contact for customers via chat, phone, and email regarding EV charging issues, inquiries, and feedback.
• Troubleshoot and resolve technical and transactional issues related to charging stations, mobile apps, and payment systems.
• Monitor charging station performance and sessions and elevate outages or faulty chargers to the technical team.
• Coordinate closely with internal teams, vendors, and roaming partners to ensure timely issue resolution.
• Track customer satisfaction and follow up diligently to ensure a closed-loop customer experience.
• Collaborate with operations and technical teams to enhance service quality and customer satisfaction.
• Participate in regular check-ins and feedback sessions with customers to gather insights and identify areas for improvement.
• Contribute actively to knowledge base updates to maintain an up-to-date and accurate information repository.
• Demonstrate a strong commitment to customer satisfaction by empathizing with customer scenarios and communicating urgency and feedback across the organization.

Requirements

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