Technical Support Agent

Summary

Join ev.energy, a company dedicated to simplifying, greening, and making electric vehicle charging cheaper. As a Technical Support Agent, you will support residential EV charging programs, working with utility and CCA partners across the US and Canada. You will assist EV drivers, resolve issues, administer financial incentives, collaborate with other teams, and maintain our database. This role requires excellent communication skills, experience meeting targets, and a passion for decarbonization. The position offers remote work, professional development opportunities, and great benefits.

Requirements

• Previous experience supporting customers, ideally in a software company supporting app users
• 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
• Passion for decarbonization and addressing climate change
• Someone based in North America (US or Canada), preferably in East Coast hours. Please note this role will include evening and weekend support. Yours hours would either be 8-5 or 9-6

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
• Any additional languages
• You don’t need to have worked in energy or the EV sector (although this is a nice to have)

Benefits

• Work remotely and work well - we'll provide the tools you need to do your best (including a Macbook Pro), and can provide 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
• Great benefits - including health insurance, 401(k) or pension, paid parental leave
• Annual team gatherings