Technical Support Specialist

4 weeks ago

Kuala Lumpur, Malaysia EVA Global Full time

**VA Global is hiring EV chargers 2.Lvl Technical Support Agents**

**POSITION OVERVIEW**

We are now looking for passionate 2. Lvl Technical Support Agents to join our global team.

In this position you will be responsible for the operation of different electric car charger hardware by following standard pre-established procedures. You will be responsible for diagnosing, troubleshooting, and resolving customer issues in an accurate and timely manner and for coordinating and supporting the Service teams when repairing on-site issues.

Collaborating with both L1 support and L2 support, this position is essential for the company to maintain the top place it currently has in E-mobility. You have the opportunity of being part of a company and a team that will help make the world greener and cleaner.

**WHAT DO WE OFFER**
- Amazing work environment.
- A young and passionate team with a great team spirit
- Clear opportunity to evolve and grow fast in the company structure and ladder.
- A driving career with plenty of career opportunities and self-development
- An opportunity to work in a dynamic industry that impacts the development of a clean and efficient transport system.
- Competitive salary package

**QUALIFICATIONS**
- Fluent in English. Other languages are a plus.
- General electrical knowledge.
- Familiar with general electronics design and processor-controlled devices.
- Strong analytical analysis and problem-solving skills.
- Computer skills from a user perspective
- Understanding process flows is a plus.
- Ability to maintain your enthusiasm & drive during high pressure periods.
- Ability to work in a fast-paced startup environment, deal with fuzziness and things that constantly change.
- Strong communication and organizational skills, being able to provide step-by-step technical help, both written and verbal
- Knowledge of electrical car chargers and OCPP protocol is a plus.
- Problem investigation and debugging skills are a plus.
- Experience of working with Customer Support Teams is a plus.

**KEY ACCOUNTABILITIES**
- Take ownership of customer issues and see problems through to resolution.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal and external teams.
- Provide prompt and accurate feedback to internal and external customers.
- Prepare accurate and timely reports.
- Document knowledge in the form of knowledge base tech notes and articles
- Support the charger fleet across multiple time zones (might involve shifts and/or weekend)
- Follow the SLA for issues with respect to the severity.

EVA Global is an equal opportunity employer. We do not tolerate any forms of discrimination on the basis of race, color, religion, marital status, age, national origin, ancestry, gender, sexual orientation, identity, or expression. We are proud to have an exceptional multicultural team and all matters relating to employment are based on merit, competence, and commitment to our company culture and ethics.

**Department**
- IT / Technology

**Locations**
- Kuala Lumpur

**Remote status**
- Hybrid Remote

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