Associate Technical Support Engineer - Voice process
Confirmed live in the last 24 hours
ChargePoint
Job Description
About Us
With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) 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 across North America and Europe. 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 making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.
At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.
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.
Reports To
Senior Manager, Frontline Business Process Team
What You Will Be Doing
ATSE plays a critical role in resolving escalated customer issues related to home charging solutions. This role demands strong case ownership, excellent communication skills, logical troubleshooting, and a proactive approach to managing performance metrics such as Mean Time to Close (MTTC), schedule adherence, and escalation control. The specialist also supports frontline agents and contributes to floor operations when needed.
What You Will Bring to ChargePoint
- Own and resolve complex customer cases with a focus on quality and speed.
- Ensure accurate documentation and timely updates in the CRM system.
- Track and improve Mean Time to Close (MTTC) for all assigned cases.
- Deliver clear, empathetic, and professional communication across channels.
- Set realistic expectations and educate customers on resolution timelines.
- Handle sensitive escalations with tact and transparency.
- Apply logical and analytical thinking to diagnose and resolve technical issues.
- Collaborate with engineering and product teams for deeper investigations.
- Stay informed on product updates and known issues.
- Monitor and manage daily case closures and backlog.
- Drive improvements in MTTC, SLA adherence, and customer satisfaction.
- Identify and reduce controllable escalations.
- Maintain punctuality and compliance with shift schedules.
- Support workforce planning and ensure coverage during peak hours.
Requirements
- BA or Bcom or BBA graduate only
- Strong customer empathy and problem-solving mindset.
- Excellent verbal and written communication skills.
- Ability to manage multiple cases and prioritize effectively.
- Experience in handling escalations and working cross-functionally.
- Familiarity with CRM tools and support ticketing systems.
- Logical troubleshooting and te
Similar Jobs
Warner Bros Discovery
Jr. Technical Support Analyst
BlackRock
Technical Client Success Specialist, Associate
Salesforce
Junior Technical Support Engineer【障害者採用】
Roche