Our client is looking for a dedicated Customer Service Specialist to provide exceptional support and serve as the company's voice. In this role, you will strive to make every interaction memorable through inbound calls, emails, and chats. You will take ownership of customer inquiries, advocate for their needs, and ensure that all Service Level Agreements (SLAs) are met. This position is ideal for someone who enjoys troubleshooting technical issues and is passionate about the evolving electric vehicle (EV) industry.

Schedule

• Monday - Friday, 8:00 AM - 4:00 PM EST. This schedule is for the first month while the agent is in training.

• Schedule is flexible and based on team shift rotation. Since we provide 24/7 support, we might require the new employee to work any shift during the week (Mon-Sun). And yes, possible work on weekends included. Paid for full 8h, including a 30min paid break that will take place during those 8h.

Responsibilities

• Multichannel Support: Respond to customer inquiries via email, chat, and phone, ensuring a consistently positive experience.

• Problem Resolution: Identify customer needs, research complex issues, resolve complaints, and provide effective solutions.

• Technical Troubleshooting: Troubleshoot fundamental technical issues related to software or IT products and provide guided support to users.

• Record Keeping: Create and maintain detailed records of daily problems and the actions taken to resolve them within the CRM.

• Industry Advocacy: Stay updated on industry trends, particularly regarding Electric Vehicles (EVs), to provide informed and expert support.

• Cross-Functional Collaboration: Work constructively with internal units and third-party partners to enhance overall customer satisfaction.

• Performance Excellence: Meet daily qualitative and quantitative targets, achieving service, productivity, and quality objectives.

Requirements

• Experience: At least 3+ years of hands-on technical support (phone and chat) experience and reasonably good communication skills.
• Technical Background: Background in Software or IT products with a specific focus on technical support.
• Communication: Excellent verbal and written communication skills with strong active listening and phone contact handling abilities.
• Critical Thinking: Strong problem-solving skills with the ability to think quickly and offer practical solutions under pressure.
• Software Proficiency: Experience with Zendesk or similar customer support tools is ideal.
• EV Knowledge: Familiarity with electric vehicle technologies and their components is highly desirable.

Qualifications

• Willingness to become a Subject Matter Expert through continuous learning.

• Ability to work independently while contributing to a collaborative team environment.

• High attention to detail for documenting customer feedback accurately.

Independent Contractor Perks

• HMO Coverage for eligible locations

• Permanent work from home

• Immediate hiring

Note
Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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