Technical Support Associate

Key Responsibilities :

• Customer Interaction :

o Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

o Provide accurate information about our chargers and CMS, including troubleshooting steps and usage instructions.

o Guide customers through the process of using our products and services, ensuring they understand all features and functionalities.

Issue Resolution :

o Diagnose and resolve technical issues related to our EV chargers and CMS, including connectivity problems, software errors, and hardware malfunctions.

o Escalate unresolved issues to the technical support or engineering teams and follow up to ensure resolution.

o Document all interactions and troubleshooting steps in our customer support system.

Customer Satisfaction :

o Maintain a high level of customer satisfaction by providing empathetic and efficient support.

o Collect and analyze customer feedback to identify recurring issues and areas for improvement.

o Work closely with the product development team to relay customer feedback and suggest enhancements to our products.

Training and Development :

o Participate in ongoing training sessions to stay updated on product features, company policies, and industry trends.

o Assist in the development of support documentation, FAQs, and user guides to help customers self-resolve common issues.

Collaboration :

o Collaborate with cross-functional teams, including sales, marketing, and engineering, to ensure a cohesive customer experience.

o Participate in team meetings and contribute to process improvements within the customer support department.

Requirements :

Education :

o While education is certainly appreciated and respected, Ionage focuses on your core fibre!

Experience :

o Proven experience in a customer support role, preferably in the technology or automotive industry.

o Familiarity with EV chargers, CMS, or similar tech products is highly desirable.

Skills :

o Excellent communication skills, both written and verbal.

o Strong problem-solving abilities and technical aptitude.

o Ability to work independently and as part of a team.

o High level of empathy and customer-focused mindset.

o Proficiency in using customer support software and CRM systems.

Other :

o Flexibility to work in shifts, including weekends and holidays, if required. o Ability to handle high-pressure situations and maintain professionalism.