Associate Technical Support Engineer

Role & responsibilities

ATSE plays a critical role in resolving escalated customer issues related to home charging solutions. This role demands strong case ownership, excellent communication skills, logical troubleshooting, and a proactive approach to managing performance metrics such as Mean Time to Close (MTTC), schedule adherence, and escalation control. The specialist also supports frontline agents and contributes to floor operations when needed.

Preferred candidate profile

• Strong customer empathy and problem-solving mindset.

• Excellent verbal and written communication skills.

• Ability to manage multiple cases and prioritize effectively.

• Experience in handling escalations and working cross-functionally.

• Familiarity with CRM tools and support ticketing systems.

• Logical troubleshooting and technical aptitude.

• Flexibility to support floor operations and dynamic workloads.

• Open for Night shifts

Preferred Qualifications:

• customer support or technical support Experience roles.

• Experience in EV charging or Owner tech support environments.

• Knowledge of support metrics, including MTTC, SLA, and CSAT.