Overview
At Evnex, we design, build, and install smart electric vehicle charging systems. Our New Zealand-built chargers and software ensure vehicles are charged efficiently, affordably, and with the lowest-possible impact on both the electricity grid and environment.
Electric vehicles in New Zealand are picking up speed and we are entering a new phase of growth – we’d love you to be a part of it!
Responsibilities
* As the first point of contact, receive and respond to technical support phone calls and email-based support tickets.
* Record all customer engagements in our customer service software, Zendesk and HubSpot.
* Escalate issues to the appropriate technical team when required, clearly communicating the issue and steps taken.
* Track unresolved issues, following up with the appropriate department as necessary.
* Provide after-hours support on a roster basis.
* Work closely with our engineering teams to understand common issues and help advise on fixes.
* Develop and maintain technical support guides, FAQs and other online documentation.
* Provide technical support to the Evnex community through our Facebook page and online forum.
* Contribute positively to the team culture and embrace the company core values by demonstrating authenticity, fun, excellent customer service and an aptitude for growth.
* Participate and engage in an active health and safety culture.
What we're looking for
* A motivated “people person” who can bring energy to the role and delight customers with a desire to help and willingness to go the extra mile. You’ll have a high level of initiative and be happy to support with after-hours support rosters that are shared amongst the team.
* At least 2 years’ experience in a people-facing or customer service type role.
* A clear interest in IT and the ability to build knowledge in the EV space.
* Excellent verbal and written communication skills.
* A fast learner who is technically competent at picking up new skills and highly computer literate.
* An ability to translate technical language to customers in a clear and concise manner.
* A willing, ‘can-do’ attitude to get stuck in wherever you’re needed.
Why work at Evnex?
* Work in a dynamic, open-plan office where our product is designed and manufactured.
* We have a supportive culture that includes an employee assistance program and a living wage.
* Free EV charging at work!
* Join a values-based organisation.
* If you have proven technical support or customer-facing experience and meet the majority of the above requirements, please get in touch. You must also have a permanent right to work in New Zealand.
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