Scope of Job:
As a member of the support team, you will work with the Customer Service Representatives and the Software
Engineering Team as a resource of valuable information and knowledge to solve complex topics. You will help
our internal teams and customers troubleshoot and find patterns while working on a permanent solution to
problems. Daily tasks include but not limited to: answering calls from customers if needed, keeping in contact
with Site hosts informing and updating them, capturing detailed diagnostics, analyzing patterns, recovering
information, review the processes and see some tasks that are automation material and escalating incidents if
there is a need to. You will be the first to receive cases from tier 1 support and will need to analyze, identify,
solve, or escalate to get things running.
Responsibilities:
95% - Primary Responsibilities
● Solve complex customer issues independently and be a go-to resource for other team members
● Perform hands-on problem solving with drivers and site hosts to re-enforce the PowerFlex brand of
robust and scalable EV charging
● Establish new and review existing processes within the support team to improve efficiencies and provide
standardization of quality assurance of our services.
● Analyze field issues to provide insights on product quality and process improvement
● Analyze customer issues, value of the internal solutions and processes to provide metrics on product
quality.
● Occasionally Provide support by answering driver phone calls, emails, and customer inquiries
5% - Other duties as assigned as per internal requests and approved by your manager
Skills/Knowledge/Abilities:
● Bachelor’s degree in computer science, electrical engineering, related degree, or relevant experience
● Excellent written and verbal communication.
● Should be comfortable in a fast-paced, constantly evolving environment and should be comfortable
learning new platforms as they arise.
● Highly organized and effective at engaging with multiple customers and teams
● Has great organizational and effective time management skills.
● Has experience as a Support Engineer, QA Engineer, or Software Engineer is highly preferable.
● It will be preferred if the candidate has familiar working knowledge of Linux/Ubuntu and scripting with
sh/bash, Python, or Automation.
What We Do
We believe customers and employees should be looked after, and every interaction is an opportunity for a conversation and to learn more about them. The value of human touch is irreplaceable, so MöBIUS, our Conversational Gen AI chatbot, can fully automate or play a supporting role across end-to-end customer journeys. Whether you prefer the tradition of human-centric services, the efficiency of fully autonomous solutions, or a seamlessly blended approach, we’ve got you covered. When the human touch is needed, MöBIUS enhances our agents’ performance and amplifies their empathy. With productivity gains and automation, we save time for the human conversations that matter. Over the past decade, we’ve supported businesses by successfully applying our people and expertise to their diverse range of industries and use cases. Delivering simplified operations and improved customer experiences that allow our customers to focus their time on the things that matter to them. Our expertise stems from an in-depth understanding of customer needs, technology, markets, and constantly adapt to help our customers navigate difficult challenges. To learn more visit us at www.quantanite.com.
