Customer Support Agent

Summary

Join ev.energy, a company striving to simplify, green, and make electric vehicle charging more affordable, as a Technical Support Agent. You will support residential EV charging programs, working with utility and CCA partners across the US and Canada. Responsibilities include assisting EV drivers, resolving issues via various communication channels, administering financial incentives, collaborating with other teams, updating databases, and suggesting process improvements. The ideal candidate possesses customer support experience (preferably in a software company), excellent communication skills, a proven track record of meeting targets, and fluency in English. A passion for addressing climate change is essential. The company offers remote work options, access to conferences and training, a structured career progression framework, and various benefits depending on location.

Requirements

• Previous experience supporting customers, ideally in a software company supporting app users - any experience in our industry specifically is a ‘nice to have’ but not an essential
• Excellent communication skills - you’ll be able to articulate well over email, chat and phone support, and translate what people are saying vs what they really mean
• Experience consistently hitting past targets and achieving high CSAT scores - you’ll be able to proactively manage your workload and bring motivation and energy into your role
• Fluency speaking and writing English - any additional languages are a ‘nice to have’ but not essential
• Passion for addressing climate change - you don’t need to have worked in energy or the EV sector (although this is a nice to have), but you certainly need to care about our product and what we’re aiming to achieve!

Responsibilities

• Assisting our EV drivers participating in managed charging programs - liaising between our clients, the utilities, as well as our Program Managers and the EV drivers directly
• Resolving any issues EV drivers face via phone, email or chat support as they participate in utility programs related to charging, data collection and incentive administration
• Calculating and administering any financial incentives owed to EV drivers on behalf of utilities
• Collaborating with other teams as needed (Engineering, Product) regarding feedback on new features or for escalated troubleshooting
• Keeping our database of energy rates and prices up to date to make sign-up as simple as possible for our drivers
• Suggesting improvements to our support processes and ways of working as we scale

Preferred Qualifications

• Any experience in our industry specifically is a ‘nice to have’ but not an essential
• Any additional languages are a ‘nice to have’ but not essential

Benefits

• Work remotely and work well - we'll provide the tools you need to do your best (including a Macbook Pro), as well as access to co-working spaces
• Access to conferences, meet-ups and training through our L&D allowance
• A structured career progression framework and advancement opportunities
• Depending on location - health insurance, 401(k) or pension, paid parental leave, life insurance
• 25 days holiday plus public holidays
• Annual team gatherings - in previous years the whole company has spent a week together in the UK
• 100% charity matching to help spread good!