Support Specialist
2 weeks ago
About the JobnThis is a hybrid role—please only apply if you live in the Stowmarket, Ipswich area, or other locations within easy driving or public transport distance.nWe are the leading provider of fleet charging and infrastructure solutions for electric cars, vans, buses, and trucks in the UK and Europe.
Committed to offering turnkey solutions for fleets, along with world-class hardware and software support, we are positioned for significant growth in providing energy autonomy for businesses globally.nFrom design to deployment, our fleet solutions encompass everything a business or government needs to electrify its vehicle fleet efficiently and effectively.
Our charging solution is tailored to accelerate the electrification of any return-to-depot or return-to-home fleet at any stage of their electrification journey.nWe are a young, ambitious company that already counts Amazon, DHL, Sainsbury's, Tesco, and Go-Ahead among our customers.
With over 80,000 charging stations sold across more than 30 countries, we have garnered the trust of fleet and individual customers in diverse applications.nIn recent years, we have achieved significant success and recognition, ranking on Deloitte's 2022 Fast 50 list of the fastest-growing technology companies in the UK and have placed in the top 50 of the Financial Times' FT1000 list for two consecutive years.nAbout the RolenAs an EV Charging Network Support Specialist, you will be responsible for proactively monitoring our customers' EV charging networks and providing support when incidents arise.
You will act as the single point of contact for all EV charging issues, managing support tickets through the incident manager process, resolving issues remotely, or escalating to 3rd Line Support when necessary.nWe operate a 24/7 x 365 support service, so the role involves working shifts on a rota basis.
The team works 4 days on and 4 days off, with two people covering 12-hour shifts that include 2 hours of breaks.
Shifts start either from 6 am-6 pm or 6 pm-6 am.For example, you will start on day shifts for 4 days and, after your 4 rest days, move into night shifts.
Bank holidays and UK holidays are considered normal working days; hence, we offer an increased holiday allowance of 33 days.nResponsibilitiesnProvide strong technical support in response to monitoring and alerts, replicating issues, and raising bugs as needed.nSupport partner chargers/sites as required and in line with agreed SLAs, resolving remote issues where possible or organizing site visits as per client contractual SLAs.nProactively manage alerts generated by management/monitoring systems—instigating diagnostics, escalating to appropriate third parties, and managing through to closure.nLiaise with all relevant third-party suppliers, contractors, and customer engineering teams.nEnsure that requests for technical support, troubleshooting, and fault diagnosis are serviced in a timely manner and, where applicable, within agreed service level time scales.nEnsure that all ongoing actions and the status of problems are fully documented in multiple platforms and systems.nAssist in coordinating operations and engineering teams to identify errors and anomalies.nKey SkillsnExperience in a technical/customer support environment, ideally within the technology or EV industry.nExperience working shift patterns in the technology sector.nExperience with monitoring and alerting systems.nGood IT skills.nAdditional European language skills are a plus.
nBenefitsnHealth insurancenGroup income protectionnGroup life assurancenEnhanced maternity/paternity leavenAccess to Employee Assistance Program (EAP)nCharger discountn25 days annual leave + Christmas shutdown + bank more-
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