Customer Support Representative

About Us

With electric vehicles (EVs) expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint 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. 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 EV charging and established a business model that's been validated by more than a decade in business and thousands of customers. As now a public company, we remain focused on broadening our market leadership and building on years of innovation. ChargePoint offers a once-in-a-lifetime chance to build our all-electric future and dominate a trillion-dollar market. 

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.

Training: There will be a mandatory 2 week paid live virtual training starting March 15th, 2021. Training will take place Monday-Friday during standard Arizona business hours. 

Position Summary

Under general supervision, ChargePoint Driver Support Representatives will provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to resolving username/password problems, uninstalling/reinstalling mobile application, verifying proper account set up and guiding users to navigate application menus. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This is a remote position

Duties and Responsibilities

• Receive inbound calls from current and prospective customers needing real time assistance (e.g. Find a Station, Start Session, account creation, product inquiry)
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Accurately process and record call transactions using a computer and designated tracking software
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Interact with customers to provide education on consumer ChargePoint products and services
• Perform basic account maintenance functions (e.g. password reset, address changes)
• Assist customers with technical issues (e.g. Find a Station, mobile app login or settings, activate RFID cards)
• Research required information using available resources
• Follow standard processes and procedures
• Stay current with product & program information, changes and updates
• Identify and escalate priority issues per Client specifications

Skill and Knowledge Qualifications

• Language proficiency: English
• Proper phone etiquette
• Excellent written and verbal communication skills
• Effective listening skills
• Demonstrated proficiency in typing and grammar structure
• Basic to intermediate computer knowledge, including use of the Internet and e-mail
• Knowledge of relevant software computer applications and equipment
• Knowledge of customer service principles and practices
• Willingness to co-operate with others and work to the greater good to enhance the overall customer experience
• Multi-tasking capabilities

Competencies

• Exemplary attendance and punctuality
• Ability to work flexible shifts and shifts based on Arizona's time zone. 
• Able to successfully work remotely
• Must have a reliable internet connection to be able to work from home effectively
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
• Must be able to sit for long periods of time
• Position requires use of headset/microphone
• Customer service capacity (call handling not required)
• Call center experience preferred but not required

Education

• High School Diploma or GED Required (must be able to verify eduction)

Location

US- Remote

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 an equal opportunity employer. 
Applicants only - Recruiting agencies do not contact.