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Customer Support Associate
Ionage
posted 4hr ago
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Job Description
As a Customer Support Associate, you will be the first point of contact for customers using our EV chargers and Charge Management System(CMS).
Your primary responsibility will be to ensure a seamless experience for our customers by resolving issues promptly, providing guidance on using our products, and escalating complex issues to the appropriate teams.
Qualifications
Your primary responsibility will be to ensure a seamless experience for our customers by resolving issues promptly, providing guidance on using our products, and escalating complex issues to the appropriate teams.
Customer Interaction - Respond to customer inquiries through phone, email, and chat in a timely and professional manner, providing accurate information on chargers and CMS, offering troubleshooting steps, usage instructions, and guiding customers to ensure they understand all product features and functionalities.
Issue Resolution - Diagnose and resolve technical issues related to EV chargers and CMS, including connectivity, software, and hardware problems; escalate unresolved issues to technical support or engineering teams and follow up to ensure resolution; document all interactions and troubleshooting steps in the customer support system.
Customer Satisfaction - Maintain a high level of customer satisfaction by providing empathetic and efficient support, collecting and analyzing customer feedback to identify recurring issues and improvement areas, and working closely with the product development team to relay feedback and suggest product enhancements.
Collaboration - Work with cross-functional teams, including sales, marketing, and engineering, to ensure a cohesive customer experience, participate in team meetings, and contribute to process improvements within the customer support department.
Training and Development - Engage in ongoing training sessions to stay updated on product features, company policies, and industry trends, and assist in creating support documentation, FAQs, and user guides to help customers self-resolve common issues.
While education is certainly appreciated and respected, Ionage focuses on your core fibre!
Proven experience in a customer support role, preferably in the technology or automotive industry.
Familiarity with EV chargers, CMS, or similar tech products is highly desirable.
Employment Type: Full Time, Permanent
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