Job description
About Us
With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.
Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.
At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.
Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.
Reports To
Senior Manager, Frontline Business Process Team
About the Role
As a Technical Support Engineer – Home Support, you will play a critical role in ensuring ChargePoint customers have a seamless EV charging experience right at home. In this junior-level position, you will be the frontline technical voice of ChargePoint, diagnosing and resolving hardware and software inquiries while continuously developing your skills in next-generation electric vehicle products.
What You Will Be Doing
You will be responsible for responding to customer inquiries via voice and email, providing reliable technical support to ChargePoint customers, partners, and field support staff. Your day-to-day will involve diagnosing, troubleshooting, and debugging technical issues while maintaining productivity, performance, and SLA standards. You will work on-site in a fast-paced, collaborative environment, owning cases through a ticketing system and identifying when to escalate complex issues to ensure timely and effective resolution.
What You Will Bring to ChargePoint
- Respond promptly to customer inquiries via voice, email, and live queues, providing exceptional technical support for home EV charging stations.
- Diagnose , troubleshoot, and debug ChargePoint software and hardware issues, providing appropriate workarounds or long-term solutions.
- Take ownership of assigned cases within our ticketing system and drive them to resolution within established performance and SLA standards.
- Collaborate proactively with team members and escalate complex technical issues to the appropriate internal teams when necessary.
- Author , update, and maintain technical documentation and case summary notes for our Knowledge Management (KM) base to ensure universal understanding for stakeholders.
- Communicate technical topics in simple, easy-to-understand terms for customers through active and reflective listening.
- Prioritize and plan time effectively to manage multiple customer interactions and adapt swiftly to changing priorities.
- Embrace a continuous learning mindset to continuously develop your technical skills and support next-generation EV products.
Requirements
- Bachelor's degree (Any Graduate) or equivalent practical experience.
- Proven customer service experience, specifically engaging with customers through live calls and multitasking across communication tools.
- Strong verbal and written communication skills, with the ability to clearly document case notes and write knowledge-base articles.
- Excellent troubleshooting and problem-solving skills, with a commitment to carrying customer-impacting situations through to resolution.
- Ability to thrive in an open, collaborative environment with a strong sense of teamwork, accountability, and adaptability under pressure.
- Willingness and flexibility to work night shifts as required to support our global customer base.
Location Bangalore, India (On-site)
We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
If there is a match between your experiences/skills and the Company needs, we will contact you directly.
ChargePoint is committed to fostering an inclusive workplace that welcomes and supports all qualified individuals. In alignment with this commitment, we ensure that persons with disabilities are provided with reasonable accommodations throughout the employment process.
If you need a reasonable accommodation to participate in the application or interview process, to perform essential job functions, or to access any other benefits and privileges of employment, please contact us at accommodations@chargepoint.com .
ChargePoint is an equal opportunity employer.
Applicants only - Recruiting agencies do not contact.
Posting text © ChargePoint, shown from its public careers page for reference; the employer's page is the authoritative version. Posted 2023-01-12; listed here until 2023-03-13 unless the employer closes it earlier.
