Job Description

Tier 2, Support Specialist, Customer Support =====================================================
About ChargeLab: Over the next decade, there will be a massive shift to electric vehicles, with the majority of North American vehicle sales expected to be EVs by 2030. ChargeLab is a fast-growing software company building the EV charging infrastructure of the future with solutions that power networks of charging stations across the world.
If you are looking to solve one of todays most complex challenges, see the results of your work supporting thousands of EV charging stations and make a positive impact on the world, join us!
About the role: We are seeking a dedicated Customer Support Agent to join our dynamic team on a 6-month contract at one of the most promising startups in the rapidly evolving electric vehicle sector. As the industry continues its exponential growth, so too does our company, positioning us at the forefront of transformation. This role offers a unique chance not just to be a part of a startup, but to thrive in a domain that represents the future electric vehicles. The ideal candidate will be proactive, detail-oriented, and capable of executing tasks with both precision and efficiency.
Being the third member of our team, you will be bestowed with significant responsibilities right from the get-go, providing you with a plethora of opportunities to learn, grow, and help guide our customer service efforts. While this is a contract position, for the right individual who exemplifies commitment, skill, and a passion for the EV industry, there is potential for conversion into a full-time role. Join us in driving the change towards a greener, more sustainable future.
What ChargeLab will offer you:

• Managers that are committed to promoting your career growth
• Getting involved with the new booming EV industry, do something that has a real life impact
• A super fun team to be part of, full of smart professionals to collaborate with and learn from

Tier 2 Customer Support Specialist responsibilities

• Ensure customer service excellence by taking ownership over the escalated support tickets, ensuring timely resolution
• Ensure speedy resolution of customer queries without compromising on accuracy
• Remotely identify hardware, firmware, connectivity and electrical issues with chargers
• Track, manage and solve customer issues, ensuring regular updates and follow up
• Create support process documentation to optimize future efficiency
• Maintain a troubleshooting Wiki to build knowledge for future support agents

The ideal candidate will have:

• Excellent communication skills, especially written as well as email etiquette
• Customer-first attitude, with an agility to redirect to other resources when solutions are outside of the business scope
• A keen eye for detail, a natural curiosity and a continuous improvement mentality
• Ability to multitask, prioritize, and manage time effectively
• A can do attitude with the ability to focus and get things done
• Ability and willingness to learn how to configure hardware and software
• Ability to communicate clearly, patiently, and effectively over the phone, actively listening to customer issues and providing appropriate solutions.
• A genuine desire to assist customers, understanding their needs, and demonstrating empathy to ensure a positive customer experience.
• Capability of diagnosing technical issues over the phone, live chat or email, guiding users through steps to resolve problems, and escalating complex issues as needed

Qualifications:

• High School degree (or equivalent)
• Proven experience in a customer support role or similar position
• A proven track record of performing tasks with accuracy and efficiency
• Experience with Zendesk
• Previous experiencing with EVs would be an asset
• Ability to work flexible hours, including evenings, weekends, or rotating shifts
• Located in the GTA and able to work at our Etobicoke office a few days a week and possibly 5 days a week in the future
• Experience with hardware/IOT device troubleshooting is an asset
• Experience with Zendesk Administration is an asset
• Ability to speak French is an asset

We do appreciate your time and effort in applying for this position. The interview process is very straightforward and the team is hard-working but fun. Looking forward to having you on board.