Technical Support, Telecom, Wireless (WiFi) communications, Electric Vehicles, EV Chargers
Full Time
Depends on Experience
Work from home available Travel required to 10%.
Location: Tampa, FL or Remote
Travel: Domestic travel as required to customer or partner sites
Hours: Flexibility to respond to issues outside of normal working hours
Evoke is seeking a technical support manager (hands-on) who is passionate about working with customers to ensure flawless execution of installation and operation for their EV chargers. You will work directly with customer support, hardware OEMs, and our channel partners to develop and deploy best practices for onboarding chargers and troubleshoot and resolve issues as quickly as possible.
Role & Responsibilities
• Monitor network for proper charge station function and identify issues before they become apparent to the customer
• Troubleshoot and identify issues with EV chargers
• Analyze and provide clear feedback regarding issues that arise with hardware and software
• Work in conjunction with Hardware Partners and on-site technicians to guide resolutions for hardware issues in the field
• Engage with customers in face-to-face meetings or by video meetings / phone / email.
• Support customer service team on all technical inquiries and issues
• Provide technical recommendations to internal and external teams to avoid and resolve possible network communication issues
• Report severe and escalating issues to management to assist in the resolution process.
• Continually preserve the confidentiality and security of customer data and information.
• Develop and maintain support documentation for customers.
• Act as voice of the customer towards the development team
• Develop, deploy, and refine the onboarding process for chargers to ensure initial and ongoing flawless operation
• Lead onboarding and training of customers both on-site and remotely
• Accountable for overall customer satisfaction  -  implement best practices, optimize internal & external processes, build & manage support teams, implement service desk/ticketing system, build knowledge database and measure service uptime, asset downtime and customer satisfaction is required.
Qualifications
• A minimum of 3-5 yrs. of relevant experience in technical support, particularly Telecom and Wireless (WiFi) communications.
• 6+ years of overall experience managing support teams, implementing best practices resulted in high customer satisfaction.
• An effective multi-tasker than can set priorities and schedule work activities
• Familiarity with electrical/electronic concepts and applications
• Familiarity with cellular and Wi-Fi network communications fundamentals
• A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments
• Willing to work flexible hours and overtime on short notice as customer escalations require
• Available to be “on call” after normal working hours on a periodic basis
• Background or strong interest in Green & Clean Tech and Electric Vehicles is a plus
Education
Associates Degree or equivalent in electronics, computer science, or related technical discipline is required.