Technical Support Executive
3 days ago
**Location**:Work from Home
**Work Type**:Shift Work (including weekends/public holidays as rostered)
**Job Overview**:
The Technical Support Executive serves as the first point of contact for EV charger users and site operators.
This role functions like a call center, providing remote assistance, resolving basic technical issues, and escalating unresolved problems to field teams. It is a critical support role to ensure fast response times, clear communication, and high customer satisfaction.
**Roles and Responsibilities**:
- Handling Receive and respond to inquiries from EV users and operators experiencing issues with charging equipment.
- Guide users through standard troubleshooting steps for both hardware and software-related charging problems.
- Generate and manage support tickets; assign unresolved cases to on-site technical response personnel for field resolution.
- Monitor charger performance dashboards in real-time; coordinate quick dispatch for on-ground intervention.
- Provide timely updates to users and stakeholders regarding issue resolution status and estimated turnaround times.
- Log all support activity accurately, and prepare end-of-shift reports for internal tracking and quality assurance.
**What’s Provided**:
- Laptop - Pre-installed with monitoring, communication, and reporting tools
- Phone Line - Company-provided line for calls and messages
- Training - Comprehensive training on EV charging systems, ticketing tools, and SOPs
**Requirements**:
- Excellent communication skills (verbal and written)
Application Question(s):
- Are you fluent in English?
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