Technical Support Agent job at ev.energy. Remote.

ev.energy set up in 2018 with a simple aim - to make electric vehicle charging simpler, greener, and cheaper for everyone. Drivers download our app and charge their vehicle overnight; and, in the background, we’re ingesting real-time data and using our proprietary smart-charging algorithm to align charging sessions with energy from renewable sources. This reduces carbon emissions caused by EV charging by as much as 70%.

This is a growing industry, with growing demand for our solution - a third of new cars by 2030 will be electric. Simultaneously, there’s increasing strain on the power grid (power outages have already jumped by 64% in the last decade in the USA). We are already working with over 30 utilities in the US, Canada and Europe, offering a way to reduce demand on the grid.

To achieve this we’ve brought together a team of over 100 people, bringing expertise from previous roles at National Grid, Tesla, Amazon, Arcadia, and Chargepoint; we’ve secured over 50m USD from leading VCs in the automotive and energy space including National Grid Partners, WEX Venture Capital, Energy Impact Partners and JLR’s InMotion Ventures. Come help us drive change for the better.

The role

We are looking for a Technical Support Agent to support the delivery and execution of some of our residential EV charging programs, following our commercial success and grant wins. You’ll be supporting our utility and CCA partners across the US and Canada as they launch and grow residential EV charging programs. This ultimately helps EV drivers save money; enables energy on the grid to be used more efficiently; and in reducing carbon emissions it benefits the environment too. You’d own support for one of our utility programs on the US East Coast, reporting to the CS Team Lead.

What will you be doing?

Assisting our EV drivers participating in managed charging programs - liaising between our clients, the utilities, as well as our Program Managers and the EV drivers directly
Resolving any issues EV drivers face via phone, email or chat support as they participate in utility programs related to charging, data collection and incentive administration
Calculating and administering any financial incentives owed to EV drivers on behalf of utilities
Collaborating with other teams as needed (Engineering, Product) regarding feedback on new features or for escalated troubleshooting
Keeping our database of energy rates and prices up to date to make sign-up as simple as possible for our drivers
Suggesting improvements to our support processes and ways of working as we scale

What are we looking for?

Previous experience supporting customers, ideally in a software company supporting app users - any experience in our industry specifically is a ‘nice to have’ but not an essential
Excellent communication skills - you’ll be able to articulate well over email, chat and phone support, and translate what people are saying vs what they really mean
Experience consistently hitting past targets and achieving high CSAT scores - you’ll be able to proactively manage your workload and bring motivation and energy into your role
Fluency speaking and writing English - any additional languages are a ‘nice to have’ but not essential
Passion for decarbonization and addressing climate change - you don’t need to have worked in energy or the EV sector (although this is a nice to have), but you certainly need to care about our product and what we’re aiming to achieve!
Someone based in North America (US or Canada), preferably in East Coast hours. Please note this role will include evening and weekend support. Yours hours would either be 8-5 or 9-6.

How will we support you?

Work remotely and work well - we'll provide the tools you need to do your best (including a Macbook Pro), and can provide access to co-working spaces
Access to conferences, meet-ups and training through our L&D allowance
A structured career progression framework and advancement opportunities
Great benefits - including health insurance, 401(k) or pension, paid parental leave
Annual team gatherings - in previous years the whole company has spent a week together in London, Bath and Manchester in the UK

If you don’t have all of the requirements, but you’re really interested in what we’re doing, please apply anyway and we can consider your application now and in future! We value applicants regardless of their background or years of experience. We'll also do our best to accommodate reasonable adjustments to the interview process if needed.

We are an equal opportunity employer and value diversity: we do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. If you'd like a copy of our DE&I policy you can reach us at hiring@ev.energy.

Compensation

CA$69.5K • Multiple Ranges

Qualifications

Previous experience supporting customers, ideally in a software company supporting app users - any experience in our industry specifically is a ‘nice to have’ but not an essential
Excellent communication skills - you’ll be able to articulate well over email, chat and phone support, and translate what people are saying vs what they really mean
Experience consistently hitting past targets and achieving high CSAT scores - you’ll be able to proactively manage your workload and bring motivation and energy into your role
Fluency speaking and writing English - any additional languages are a ‘nice to have’ but not essential
Passion for decarbonization and addressing climate change - you don’t need to have worked in energy or the EV sector (although this is a nice to have), but you certainly need to care about our product and what we’re aiming to achieve!
Someone based in North America (US or Canada), preferably in East Coast hours

Benefits

Work remotely and work well - we'll provide the tools you need to do your best (including a Macbook Pro), and can provide access to co-working spaces
Access to conferences, meet-ups and training through our L&D allowance
A structured career progression framework and advancement opportunities
Great benefits - including health insurance, 401(k) or pension, paid parental leave
Annual team gatherings - in previous years the whole company has spent a week together in London, Bath and Manchester in the UK

Responsibilities

We are looking for a Technical Support Agent to support the delivery and execution of some of our residential EV charging programs, following our commercial success and grant wins
Assisting our EV drivers participating in managed charging programs - liaising between our clients, the utilities, as well as our Program Managers and the EV drivers directly
Resolving any issues EV drivers face via phone, email or chat support as they participate in utility programs related to charging, data collection and incentive administration
Calculating and administering any financial incentives owed to EV drivers on behalf of utilities
Collaborating with other teams as needed (Engineering, Product) regarding feedback on new features or for escalated troubleshooting
Keeping our database of energy rates and prices up to date to make sign-up as simple as possible for our drivers
Suggesting improvements to our support processes and ways of working as we scale
Please note this role will include evening and weekend support
Yours hours would either be 8-5 or 9-6

Technical Support Agent at ev.energy Remote

Job Type