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EverCharge · 1 month ago

Technical Customer Support Specialist Tier II

United States

Full-time

Remote

Entry, Mid Level

$23.55/hr - $27.70/hr

2+ years exp

EverCharge is a leading provider of electric vehicle charging devices and management systems. The Technical Customer Support Specialist Tier II is responsible for managing client relationships, troubleshooting complex issues, and providing high-quality support to enhance customer satisfaction.

Electrical & Electronic Manufacturing

H1B Sponsor Likely

Responsibilities

Provide high-quality front-line support to customers via all communication methods (Calls, Email, Ticket view)

Promptly process incoming escalated inquiries within SLA and TAT standards in the ticket management queue (HappyFox)

Dive into Technical KPIs to review with management on a monthly basis

Customer-centered helping EverCharge increase customer loyalty and an overall outstanding experience

Hands-on technical VPN, basis networking connectivity infrastructure troubleshooting

Reduce customer response time, escalations, and any churn, increasing overall customer satisfaction

Analyze and report product malfunctions, changes, bugs, and note root cause

Target to resolve incidents before TAT on all key issues (VIP properties and prioritized cases marked as critical)

Real-time diagnosing with customers and 3rd party electricians

Qualification

Linux command toolsLinux shellPythonBash scriptingSQLService-orientedCommunicationOrganizational skillsTime managementAttention to detail

Required

Ability to sustain a high level of productivity in a remote-based work environment

Excellent communication skills, including active listening and verbal communication

Service-oriented and able to effectively interact with customers in a manner that leads to customer satisfaction

Proficient computer skills with the ability to learn new software

Ability to thrive in a fast-paced, evolving environment

Technical knowledge of Linux command tools, Linux shell and python, Bash scripting, SQL

2-3 years of experience working in a help desk environment

Ability to work in the Pacific business hours (~10am-6pm PST)

Preferred

Experience in small to mid-size companies (50–200 people)

Strong organizational and time management skills

Clear communicator with sharp attention to detail

Self-starter who thrives in fast-paced environments and can manage multiple priorities

Company

EverCharge

Founded in 2013 to solve the challenges often associated with electric vehicle (EV) charging, EverCharge provides EV charging hardware and software solutions for commercial fleets, workplaces, multi-family residential and single-family homes.

Founded in 2013

Palo Alto, CA, US

51-200 employees

http://EverCharge.com

H1B Sponsorship

EverCharge has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (3)

2024 (3)

2023 (3)