chargelab-inc - Bilingual Technical Support Specialist, EV Charging (French/ English)

Remote - ET (Eastern)1mo ago

Remote NA Technical Support Specialist Zendesk Documentation

Requirements

• Fluent in English and French — both written and spoken. • Comfortable supporting end users via phone, chat, and ticketing systems like Zendesk. • Experience in customer or technical support in a fast-paced environment. • Strong problem-solving skills and a passion for delivering excellent customer outcomes. • Ability to stay calm and resourceful under pressure. • Clear communicator who can simplify complex technical topics. • Post-secondary degree in a STEM field is preferred. • Spanish fluency is a bonus.

Responsibilities

• Serve as the primary point of contact for end users by providing bilingual support (English and French) via phone, our main communication channel. • Collaborate with internal support teams to meet customer SLAs and maintain high satisfaction. • Assist end users across additional support channels, including chat and email-based ticketing, to ensure a consistent support experience. • Analyze OCPP connectivity logs and data to identify and resolve technical problems. • Escalate hardware and connectivity issues to site hosts, working closely with our Hardware and Solutions Engineering teams to ensure timely resolutions. • Contribute to internal and external documentation in both English and French to support knowledge sharing and self-service.