Technical Support Engineer

Pod Point Ltd ,
London, Greater London
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Job Description

Network Assurance | Up to 23k p.a. | Old Street, London (but working from home for now) At Pod Point were changing the way people drive. We fundamentally believe that travel shouldnt damage the Earth so weve made it our mission to install a Pod Point (an Electric Vehicle charging point) everywhere you park. To make that vision a reality, we need the brightest, most tenacious and most inspiring talent in the world - we are growing faster than the market and we need to maintain that velocity - thats where you come in! The Role Were looking for an exceptional 2nd Line Support professional to join our growing team. This is a fantastic opportunity to work within a passionate team and have a big impact on the entire organisation. You will collaborate with the rest of the team to ensure that Pod Points network achieves the highest levels of network reliability and uptime. You will work closely with the other team members to provide solutions to our customers and clients which ensure top notch product reliability; you will report into the Technical Support Manager and will initially be based from home (at least until the risks of catching Coronavirus are reduced), but our office is based near Old Street Station in London and youll probably need to be able to commute there in future as and when required. What youll do * Provide technical support for the Pod Point charging network, handling incoming calls that are raised as a level 2 support issue * Escalate problems and provide detailed handovers to 3rd line support when necessary * Log all information accurately and in a timely manner whilst building rapport with internal members of staff * Work closely with the Customer Support team as well as the Technical (Product) teams * Organise remote Electricians to resolve issues and assist in fault finding * Ensure tickets are properly managed, and that notes are kept up to date * Continuously participate in creating tools and processes which increase the number of issues which can be resolved by the Level 1 support team * Continuously improve and develop the efficiency of your own processes Requirements What youll need * Previous experience in a technical support role * Familiar with Google Drive, Docs and Sheets and experience working with a range of systems including a CRM system (ideally Salesforce) * A strong interest in technology, and the ability to pick up new technology quickly * Strong attention to detail Bonus Points * Previous experience in electrical field servicing * Familiar with Salesforce * Good understanding of electronics and electrical components * A dog that you can bring into the office (once Coronavirus abates) * Passionate and knowledgeable about climate change, sustainability and/or the EV industry And if youre not sure whether youre what were looking for - send us your CV anyway! We love to hear from people who are passionate about what we do, and we always take the view that a good cultural fit (and mission alignment) is much more important than ticking all the qualifications, skills and experience boxes. Benefits Our culture is electric At Pod Point we like to think we are anything but conventional. We have worked hard to create a rapidly-growing, constantly innovating, flat-structured world, where each employee can see the vital contribution they are making to the company. We knew from the very beginning that a rigid, corporate environment was never going to work for us, and we have stayed true to our word - were anything but. We work hard; were not clock-watchers but equally you may find yourself working into the evening very occasionally. In return well pay you well, give you complete ownership to shape the role, give you ground-breaking projects to work on and surround you with fantastic, talented people. We also provide the following benefits: * Flexible working hours and a casual dress code * 25 days holiday (plus bank holidays) * Very generous maternity and paternity leave scheme * Pension scheme * Eyecare scheme * Bike to work scheme and discounted gym membership * An extensive non-fiction library to provide a bit of inspiration * The odd Pod Point puppy to cuddle. The socially distant elephant in the room So, you may have noticed that the world is a little different right now. As such, there might be a few parts of this spec that appear a bit wishy-washy. Were sorry about that and well try to give as much clarity as possible as and when we have answers. Our first priority (at all times, but especially during the COVID-19 pandemic) is to make sure were not unnecessarily exposing Pod Pointers to potential health risks, so for now the majority of our team is working from home and were not sure when it will be safe for everyone to return to the office. We are, however, continuing to look for candidates who are able to commute to the Old Street area of London when the world becomes a bit more safe. In the meantime, were conducting all interviews on Google Meet and are able to onboard new st

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