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ChargePoint Direct hiring freshers for Associate Technical Support Engineer . This is a great opportunity for freshers and early-career professionals looking to kickstart their journey in a global IT services company. The position is based in India and eligible candidates are encouraged to apply online at the earliest. The detailed eligibility criteria and application process are given below.
About Company :
With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.
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Job Description :
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.
Key Responsibilities:
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- Own and resolve complex customer cases with a focus on quality and speed.
- Ensure accurate documentation and timely updates in the CRM system.
- Track and improve Mean Time to Close (MTTC) for all assigned cases.
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- Deliver clear, empathetic, and professional communication across channels.
- Set realistic expectations and educate customers on resolution timelines.
- Handle sensitive escalations with tact and transparency.
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- Apply logical and analytical thinking to diagnose and resolve technical issues.
- Collaborate with engineering and product teams for deeper investigations.
- Stay informed on product updates and known issues.
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- Monitor and manage daily case closures and backlog.
- Drive improvements in MTTC, SLA adherence, and customer satisfaction.
- Identify and reduce controllable escalations.
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- Maintain punctuality and compliance with shift schedules.
Requirements
- 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.
Preferred Qualifications:
- Knowledge of support metrics, including MTTC, SLA, and CSAT.
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