ICT Technical Support Specialist
Core
Serve as the critical bridge between customers, frontline support, and technical operations for an EV charging network, resolving escalated technical issues and improving support systems.
Role type
Senior IC ICT Technical Support Specialist (Tier 2)
Builds
Self-service resources, streamlined CS workflows, and product feedback loops
Domain
Electric vehicle infrastructure / EV charging networks
Required skills
Complex system diagnosis, transaction log analysis, software/network troubleshooting, ticketing system management, technical documentation, process improvement, team coaching
Preferred skills
EV/automotive tech background, knowledge base creation, CS metrics understanding
Technologies
Zendesk, Freshdesk, Intercom
Responsibilities
Diagnose and resolve complex customer issues related to network faults, charger hardware/software failures, app functionality, and payment systems; Work directly with Network Operations to investigate transaction logs and system data to fix network faults; Author and maintain clear support documentation, decision trees, and troubleshooting guides; Identify high-volume ticket patterns and propose automated solutions or workflow tweaks; Provide real-time guidance and informal coaching to Tier 1 support staff; Aggregate ticket trends and feed actionable insights to Product and Technology teams.
Seniority
Mid-level, hands-on IC with mentorship responsibilities