Technical Support EVSE- Tier I

Zero Impact Energy Group; Costa Mesa (CA); On-site; USD 52,000 - 86,000; Full time

Benefits offered by this job

Health insurance

Opportunity for advancement

Paid time off

Training & development

Dental insurance

Job summary

Zero Impact Solutions is hiring a mid-level Customer Technical Support Specialist based in Costa Mesa, CA to serve as the lead liaison for customer communications and status reporting on our EV charging platform. You will work closely with Engineering and Sales to meet project milestones and provide expert technical guidance.

The role requires 3+ years in technical customer support, strong communication skills, and the ability to travel for on-site visits when necessary.

Qualifications

• Minimum 3+ years of customer technical support experience.
• Ability to diagnose problems beyond basics and with some mechanical insight.

Responsibilities

• Coordinate 24/7 coverage scheduling for EVOLV platform.
• Serve as frontline support for tickets including Billing, accounts and charging issues.
• Collaborate with Engineering to understand EV charging protocols (OCPP/OCPI).
• Travel to field for hands-on support with high-value customers as needed.
• Prepare reports and dashboards tracking KPIs and trends.

Skills

Customer support

Technical diagnostics

Analytical thinking

Attention to detail

Job description

Benefits:

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Dental insurance

WHO WE ARE:

We are an end-to-end Renewable Energy provider. We offer products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage, Hydroponic farming and Rain Water/Grey Water collection 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. If you are passionate about the EV industry and working with awesome teams in a fast-growing company, we want to speak with you! Join us in making a meaningful impact!

JOB SUMMARY:

Based at our Costa Mesa, CA location, this mid level position operates in-person from 9:00 AM to 6:00 PM, Monday through Friday. We are seeking driven professionals who possess substantial expertise in EVSE/OCPP client relations and demonstrate superior verbal and written capabilities. In this capacity, you will serve as the lead liaison for customer communications and status reporting. By partnering with our engineering and sales departments, you will ensure project milestones are met while acting as the dedicated representative for our partners. This role offers a premier pathway for those looking to advance their career within the expanding renewable energy and EV charging landscape.

ESSENTIAL FUNCTIONS:

• Coordinate scheduling between several service providers and the internal team’s shifts to ensure we have 24/7 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.

QUALIFICATIONS:

• Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
• You have 3+ years of 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.

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required.

AAP/EEO Statement:

Zero Impact Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status or any other characteristic protected by federal, state, or local law, and will not be discriminated against on the basis of disability.

Schedule:

8-hour shift Mondays – Fridays

Ability to commute/relocate:

Costa Mesa, CA 92626: Reliably commute or planning to relocate before starting work (Required)

Work Location:

In-person (office) no hybrid or remote work