MASSIVE HIRING: 30 Technical Support Representative - TIER 1 (ONSITE/WFH)

The Technical Support Representative is responsible for delivering exceptional functional and technical support to customers, particularly those using electric vehicles (EVs) and charging stations. This role requires strong problem‑solving skills, excellent communication, and a commitment to ensuring high customer satisfaction. The representative will address customer inquiries, troubleshoot issues, assist with account management, and maintain accurate documentation while meeting key performance metrics.

Key Responsibilities
Provide day‑to‑day functional and technical support to customers, including product testing and troubleshooting.

1. Handle inbound calls from new and existing customers regarding electric vehicles, charging stations, and related technical questions.
2. Create and maintain customer records in the Technical Support system with high data accuracy.
3. Coordinate and follow up with internal teams or key contacts to ensure timely resolution of customer issues.
4. Respond to billing inquiries, manage customer disputes, and escalate complex cases to the supervisor when necessary.
5. Reach out to customers via phone and email to assist with account setup, updates, or general account management.
6. Take full ownership of customer concerns and track issues through to complete resolution.
7. Develop a deep understanding of EVgo’s products, services, and brand offerings.
8. Serve as a subject matter expert (SME) for customers regarding EVgo technology, equipment, and features.
9. Meet Quality Assurance (QA) standards and consistently achieve required performance metrics.