Technical Support-EVSE

Zero Impact Energy; Costa Mesa (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Paid time off

Job summary

Zero Impact Energy in Costa Mesa, CA is seeking a Technical Support representative for an in-office role, Monday to Friday, 10:30am–7:30pm. You will support clients, coordinate with sales and engineering, and track KPIs while serving as the primary contact for our customers in the EV charging domain.

The role offers growth in the EV charging and renewables industry, with collaboration across Sales, Engineering, and Operations to resolve issues and improve service delivery.

Qualifications

• Bachelor’s degree in computer science, engineering, a related field, or equivalent experience.
• Technical/diagnostic ability with analytical problem solving and basic mechanical skills.
• Prior customer technical support experience solving technical problems.
• Flexible schedule with potential coverage for the team.
• Strong attention to detail to identify recurring issues.
• Background in EV charging or experience at an EV charging organization.

Responsibilities

• Coordinate scheduling between service providers and internal teams to cover the EVOLV platform.
• Serve as frontline support for inquiries, delivering timely resolutions for tickets.
• Work with engineering to understand the EV charging ecosystem and protocols like OCPP/OCPI.
• Occasionally travel to the field to provide hands-on technical support for high-value customers.
• Communicate with Sales, Marketing, and Engineering to align on features and quality standards.
• Provide training to support specialists and maintain a knowledge base.

Skills

Technical support experience

Customer communication

EV charging knowledge

Analytical thinking

Scheduling and coordination

Education

Bachelor’s degree in CS/Engineering

Tools

OCPP

OCPI

Job description

Company Description

We are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage and Hydroponic systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. We are a licensed C-10 contractor and operate construction crews in various areas of CA and soon the rest of the U.S.

Benefits

• Competitive salary
• Health insurance
• Paid time off

Job Overview

This role is in-office, Monday - Friday, in Costa Mesa, CA. Shift is between 10:30am - 7:30pm. We are on the lookout for highly motivated individuals with a background in EVSE/OCPP customer service, coupled with excellent communication skills. As a Technical Support representative, your primary responsibility will be to support and communicate updates with clients. Collaborating closely with sales and engineering teams, you will play a key role in tracking project completion and being the primary point of contact with our clients. This is an exceptional opportunity for individuals eager to immerse themselves in the EV charging and renewable energy industry.

Responsibilities

• Coordinate scheduling between several service providers and the internal team’s shifts to ensure we have coverage for our EVOLV Charging platform.
• Act as the frontline support for customer inquiries 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.
• 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.
• 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.
• Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge.
• Maintain a deep understanding of the organization’s 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

• Bachelor’s 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 customer technical support experience where you solved problems that were technical.
• You are flexible. While you have a set schedule there may be times where you need to cover for your team.
• Your attention to detail is unmatched. You find details that are often overlooked by co-workers and can use them to solve repetitive problems.
• You have a background in EV charging or experience at an existing organization.

Zero Impact Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.