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Technical Support Agent



IT, Customer Service
West Coast, USA
Posted on Saturday, June 15, 2024

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
Following a number of major contract wins, we are looking for a Technical Support Agent to support the delivery and execution of some of our residential EV charging programs. You will support our utility and CCA partners across the US as they launch and grow residential EV charging programs that help EV drivers save money while delivering tangible grid and environmental benefits.

What will you be doing?

  • Helping our EV drivers enrol into managed charging programs programs, which involves connecting their vehicle or charger to ev.energy and verifying their account details and eligibility. This will require you to be able to liaise between the utilities, our project managers and the EV drivers themselves;

  • Troubleshooting and resolving any issues that our EV drivers face as they participate in these utility programs, related to charging, data collection and incentive administration;

  • Calculating and administering any financial incentives owed to EV drivers on behalf of utilities, which we sometimes payout via PayPal, Venmo or Amazon gift card;

  • Keeping our database of energy rates and prices up to date to make sign-up as simple as possible for our drivers;

  • Improving our Customer Support processes as part of an agile team to help us scale across the globe.

  • Providing phone support

What are we looking for?

  • Prior experience in a customer-facing role

  • The ability to translate what people are saying and what they really mean

  • Excellent communication, able to clearly communicate to multiple audiences, via e-mail and on the phone

  • The ability to manage your workload proactively and consistently hit deadlines

  • A team player, supporting your colleagues when you have the capacity

  • Have an understanding of the electric vehicle sector

  • Passion about decarbonization and the green future we're creating!

  • Someone based in North America (US or Canada), preferably on CST or MST. Please note this role will include evening and weekend support.

An awesome candidate will have:

  • A track record of improving customer satisfaction in multiple environments;

  • The ability to empathize deeply with our customers and explain their needs to the rest of the team;

  • Excellent communication skills, communicating well to all audiences and fine-tuning their tone of voice, vocabulary and medium to suit the occasion;

  • A well planned and managed personal workload, supporting your peers, finding opportunities to optimize, and managing upwards when more capacity is needed;

  • EV knowledge and insights into the latest trends in the industry, such as when the next car is coming out, or who the best energy supplier is for EV drivers.

  • An understanding of US utilities and how they operate

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.