Technical Support Specialist (EV Charging)
Salary: $60,000 – $65,000 per year
At Evnex, we design, build, and install smart electric vehicle charging systems. Our New Zealand-built chargers and software ensure vehicles are charged efficiently, affordably, and with the lowest-possible impact on both the electricity grid and environment.
Electric vehicles in New Zealand are picking up speed and we are entering a new phase of growth – we’d love you to be a part of it!
As Evnex’s Technical Support Specialist, you’ll be providing the first tier of technical support to our EV drivers and fleet managers. You’ll have a friendly and helpful attitude and pride yourself on resolving issues efficiently. For this role, you’ll need to be technically minded and comfortable working closely with our engineering teams to develop and maintain our community forums and technical support material.
Key responsibilities and skills:
As the first point of contact, receive and respond to technical support phone calls and email-based support tickets.
Record all customer engagements in our customer service software, HubSpot.
Escalate issues to the appropriate technical team when required, clearly communicating the issue and steps taken.
Track unresolved issues, following up with the appropriate department as necessary.
Provide after-hours support on a roster basis.
Work closely with our engineering teams to understand common issues and help advise on fixes.
Develop and maintain technical support guides, FAQs and other online documentation.
Provide technical support to the Evnex community through our Facebook page and online forum.
Contribute positively to the team culture and embrace the company core values by demonstrating authenticity, fun, excellent customer service and an aptitude for growth.
Participate and engage in an active health and safety culture.
What we're looking for:
A motivated ‘people person’ who can bring energy to the role and delight customers with a desire to help and willingness to go the extra mile. You’ll have a high level of initiative and be happy to support with after-hours support rosters that are shared amongst the team.
You may be a good fit if you can demonstrate the following:
At least 2 years’ experience in a people-facing or customer service type role.
A clear interest in IT and the ability to build knowledge in the EV space.
Excellent verbal and written communication skills.
A fast learner who is technically competent at picking up new skills and highly computer literate.
An ability to translate technical language to customers in a clear and concise manner.
A willing, ‘can-do’ attitude to get stuck in wherever you’re needed.
Willingness to work a rotating roster, including evenings and weekends, if required.
Why work at Evnex?
Work in a dynamic, open-plan office where our product is designed and manufactured.
We have a supportive culture that includes an employee assistance program and a living wage.
Free EV charging at work!
Join a values-based organisation (check them out here: https://www.evnex.com/about).
If you have proven technical support or customer-facing experience and meet the majority of the above requirements, please get in touch! You must also have a permanent right to work in New Zealand. We cannot promise to respond to applicants who do not meet these criteria.