Customer Support Associate

Job description:

About Ionage: Ionage is at the forefront of accelerating electric vehicle (EV) adoption by offering innovative solutions that mitigate range anxiety, provide intelligent routing, and a universal wallet to give EV owners a frictionless charging experience. We also offer robust APIs and SDKs to enterprises in the EV charging ecosystem or planning to be a part of it. With deep expertise in building tech-enabled EV charging solutions, Ionage is trusted by major Charge Point Operators (CPOs), Automotive OEMs, and EV users alike in India. We are committed to driving the future of sustainable transportation.

Job Summary: As a Customer Support Associate, you will be the first point of contact for customers using our EV chargers and Charge Management System (CMS). Your primary responsibility will be to ensure a seamless experience for our customers by resolving issues promptly, providing guidance on using our products, and escalating complex issues to the appropriate teams.

Key Responsibilities:

Customer Interaction:

o Respond to customer inquiries via phone, email, and chat in a timely and professional manner. o Provide accurate information about our chargers and CMS, including troubleshooting steps and usage instructions.

o Guide customers through the process of using our products and services, ensuring they understand all features and functionalities.

Issue Resolution:

o Diagnose and resolve technical issues related to our EV chargers and CMS, including connectivity problems, software errors, and hardware malfunctions.

o Escalate unresolved issues to the technical support or engineering teams and follow up to ensure resolution.

o Document all interactions and troubleshooting steps in our customer support system

Customer Satisfaction:

o Maintain a high level of customer satisfaction by providing empathetic and efficient support. o Collect and analyze customer feedback to identify recurring issues and areas for improvement.

o Work closely with the product development team to relay customer feedback and suggest enhancements to our products.

Training and Development:

o Participate in ongoing training sessions to stay updated on product features, company policies, and industry trends.

o Assist in the development of support documentation, FAQs, and user guides to help customers self-resolve common issues.

Collaboration:

o Collaborate with cross-functional teams, including sales, marketing, and engineering, to ensure a cohesive customer experience. o Participate in team meetings and contribute to process improvements within the customer support department.

Requirements:

Education:

o While education is certainly appreciated and respected, Ionage focuses on your core fibre!

Experience:

o Proven experience in a customer support role, preferably in the technology or automotive industry. o Familiarity with EV chargers, CMS, or similar tech products is highly desirable.

Skills:

o Excellent communication skills, both written and verbal.

o Strong problem-solving abilities and technical aptitude.

o Ability to work independently and as part of a team.

o High level of empathy and customer-focused mindset.

o Proficiency in using customer support software and CRM systems.

Other:

o Flexibility to work in shifts, including weekends and holidays, if required.

o Ability to handle high-pressure situations and maintain professionalism.

What We Offer:

• Opportunity to work in a fast-growing industry with a focus on sustainability and innovation.
• Professional development and career growth opportunities. A collaborative and inclusive work environment.

Join Ionage and be a part of the revolution in sustainable transportation

Job Type: Full-time

Work Location: In person