Customer Support Executive

Key Responsibilities

Customer Support: Deliver exceptional customer service via phone, email, and live chat, addressing inquiries and resolving any potential issues related to Hypervolt products. Ensure each interaction upholds our high standards of customer satisfaction.

Technical Troubleshooting: Conduct remote troubleshooting for technical issues, encompassing hardware, software, and connectivity problems with EV charging stations. Apply your technical skills to quickly identify and rectify issues. Efficiently diagnose and resolve Level 1 and Level 2 technical issues, ensuring timely and effective solutions. Escalate more complex cases to higher-level support when necessary, ensuring follow-through to resolution.

Documentation: Keep detailed and accurate records of all customer interactions, technical issues, and resolutions in our support database. Ensure documentation is comprehensive and up-to-date for future reference.

Product Knowledge: Stay current with Hypervolt's products, services, and industry trends. Continuously update your knowledge to provide customers with accurate information and insightful recommendations.

Collaboration: Collaborate closely with engineering and product teams to report and resolve recurring issues. Actively contribute to continuous improvement efforts by providing insights and feedback from customer interactions.

Customer Education: Educate customers on the proper use and maintenance of Hypervolt products. Provide clear instructions and resources to help customers prevent future technical problems and enhance their overall user experience.

Requirements

Experience: Minimum of 1 year of experience in a customer support role, preferably within the EV charging or a related industry. Proven track record of diagnosing and resolving technical issues efficiently. Strong customer service skills with the ability to handle challenging situations calmly and professionally, maintaining a positive and helpful attitude under pressure.

Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non technical users. Ability to work independently and collaboratively in a remote team environment, with a willingness to support team members and share knowledge.

Problem Solving: Strong analytical and problem solving abilities with meticulous attention to detail. Ability to think critically and develop innovative solutions to complex issues. Flexibility to adapt to changing priorities and handle multiple tasks simultaneously, thriving in a fast paced and dynamic work environment.

• Hybrid Work: Enjoy the flexibility of working from home while supporting customers globally.
• Professional Growth: Opportunities for career advancement and professional development within a fast growing company.
• Inclusive Environment: Join a diverse and inclusive team that values collaboration and innovation.
• Competitive Compensation: Attractive salary and benefits package, including performance bonuses.