EVA Global is the leading electric vehicle managed services provider committed to maximizing the reliability, availability and accessibility of your charging network.We are the industry's partner of choice for maximizing charger uptime and utilisation.With our API-first technology platform, EVA Global offers an end-to-end charging solution, from multi-lingual end-user support and ad-hoc payment capabilities to complete infrastructure management services, including commissioning, network monitoring and field service orchestration. Headquartered in Finland, EVA Global has offices in Spain, Portugal, Germany, Malaysia, and USA (United States of America), serving 60+ partners in three continents.The company comprises more than 360 employees, and we continue to grow.The company currently maximises the uptime and availability of 500K+ partner charge points, solving 100K+ monthly cases, serving 2.6M+ EV drivers in 30+ languages and countries in Europe, North America, and the APAC region.Exciting Opportunity: Technical Support Specialist at EVA Global EVA Global is hiring EV chargers 2.Lvl Technical Support Agents EVA Global started the customer experience revolution in the E-mobility industry in 2017 by enabling any business to offer superior charging opportunities to its customer base and maximize the uptime and availability of the charging network.Today, EVA Global is the champion of customer centricity, connecting its clients to more than 1.5 million drivers over the telephone, chat, email, message, video, social channels, and communities all over the world.The company was established in 2017 to accelerate the transition to a cleaner transport system from the front lines.POSITION OVERVIEW We are now looking for passionate 2.Lvl Technical Support Agents to join our global team.In this position you will be responsible for the operation of different electric car charger hardware by following standard pre-established procedures.You will be responsible for diagnosing, troubleshooting, and resolving customer issues in an accurate and timely manner and for coordinating and supporting the Service teams when repairing on-site issues.Collaborating with both L1 support and L2 support, this position is essential for the company to maintain the top place it currently has in E-mobility.You have the opportunity of being part of a company and a team that will help make the world greener and cleaner.WHAT DO WE OFFER · Amazing work environment.· A young and passionate team with a great team spirit · Clear opportunity to evolve and grow fast in the company structure and ladder.· A driving career with plenty of career opportunities and self-development · An opportunity to work in a dynamic industry that impacts the development of a clean and efficient transport system.· Competitive salary package QUALIFICATIONS · Fluent in Italian and English, another language is a plus.· General electrical knowledge.· Familiar with general electronics design and processor-controlled devices.· Strong analytical analysis and problem-solving skills.· Computer skills from a user perspective · Understanding process flows is a plus.· Ability to maintain your enthusiasm & drive during high pressure periods.· Ability to work in a fast-paced startup environment, deal with fuzziness and things that constantly change.· Strong communication and organizational skills, being able to provide step-by-step technical help, both written and verbal · Knowledge of electrical car chargers and OCPP protocol is a plus.· Problem investigation and debugging skills are a plus.· Experience of working with Customer Support Teams is a plus.KEY ACCOUNTABILITIES · Take ownership of customer issues and see problems through to resolution.· Research, diagnose, troubleshoot and identify solutions to resolve customer issues.· Follow standard procedures for proper escalation of unresolved issues to the appropriate internal and external teams.· Provide prompt and accurate feedback to internal and external customers.· Prepare accurate and timely reports.· Document knowledge in the form of knowledge base tech notes and articles · Support the charger fleet across multiple time zones (might involve shifts and/or weekend) · Follow the SLA for issues with respect to the severity.We are excited to receive your application and get to know you better!EVA Global is an equal opportunity employer.We do not tolerate any forms of discrimination on the basis of race, color, religion, marital status, age, national origin, ancestry, gender, sexual orientation, identity, or expression.We are proud to have an exceptional multicultural team and all matters relating to employment are based on merit, competence, and commitment to our company culture and ethics.
