Customer Support Executive

About Hypervolt Limited Hypervolt is at the forefront of the electric vehicle charging revolution, dedicated to providing innovative and reliable EV charging solutions. We launched in 2021 with the bold ambition to transform the EV charging space through a relentless focus on the customer experience, great software, and beautifully designed British hardware. In a short timeframe, we became Trustpilot's highest rated EV charging manufacturer in the industry . We are proud to have been named the third fastest growing company in the UK, as part of the Deloitte Fast 50 , and 6th fastest growing company in EMEA, as part of the Deloitte Fast 500 . Additionally, Hypervolt was voted DrivingElectric’s Home EV Charger of the Year 2023 & 2024, a testament to our focus on innovation and democratizing EV ownership. Our Mission To be the backbone of the electricity grid developing technologies that will empower the transition to a world of green energy and electric transportation, and leave behind a sustainable energy infrastructure for future generations. Our Vision To become the world’s leading energy infrastructure company through a combination of pioneering technology (Ultra Grid), Exceptional Product Design and Exceptional Customer Service, creating a complete paradigm shift in transportation & energy consumption globally. Our Values Be Persistent: Solving problems, no matter the size, is crucial to our mission. Success rarely comes from the first attempt, but often from persistent effort and perseverance. Be Accountable: In our fast-paced, collaborative environment, treat the company as your own. Take responsibility for improvements and mistakes alike, and communicate openly to ensure collective success. Customer-Centric: Always treat people as they want to be treated and remember that customers are the ultimate decision-makers. Dare to Dream: Technological advancements start as bold dreams believed in by persistent pioneers. Believe in your vision to bring it to life. Stay Hungry, Stay Foolish: Our ambition and humility drive continuous success. Learn from the market and dedicate yourself to achieving our goals. True Greatness is Blind: Great ideas and execution can come from anyone, anywhere, at any time. Key Responsibilities Customer Support: Deliver exceptional customer service via phone, email, and live chat, addressing inquiries and resolving any potential issues related to Hypervolt products. Ensure each interaction upholds our high standards of customer satisfaction. Technical Troubleshooting: Conduct remote troubleshooting for technical issues, encompassing hardware, software, and connectivity problems with EV charging stations. Apply your technical skills to quickly identify and rectify issues. Efficiently diagnose and resolve Level 1 and Level 2 technical issues, ensuring timely and effective solutions. Escalate more complex cases to higher-level support when necessary, ensuring follow-through to resolution. Documentation: Keep detailed and accurate records of all customer interactions, technical issues, and resolutions in our support database. Ensure documentation is comprehensive and up-to-date for future reference. Product Knowledge: Stay current with Hypervolt’s products, services, and industry trends. Continuously update your knowledge to provide customers with accurate information and insightful recommendations. Collaboration: Collaborate closely with engineering and product teams to report and resolve recurring issues. Actively contribute to continuous improvement efforts by providing insights and feedback from customer interactions. Customer Education: Educate customers on the proper use and maintenance of Hypervolt products. Provide clear instructions and resources to help customers prevent future technical issues and enhance their overall user experience. Requirements Experience: Minimum of 1 year of experience in a customer support role, preferably within the EV charging or a related industry. Proven track record of diagnosing and resolving technical issues efficiently. Strong customer service skills with the ability to handle challenging situations calmly and professionally, maintaining a positive and helpful attitude under pressure. Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Ability to work independently and collaboratively in a remote team environment, with a willingness to support team members and share knowledge. Problem-Solving: Strong analytical and problem-solving abilities with meticulous attention to detail. Ability to think critically and develop innovative solutions to complex issues. Flexibility to adapt to changing priorities and handle multiple tasks simultaneously, thriving in a fast-paced and dynamic work environment. Benefits Hybrid Work: Enjoy the flexibility of working from home while supporting customers globally. Professional Growth: Opportunities for career advancement and professional development within a fast-growing company. Inclusive Environment: Join a diverse and inclusive team that values collaboration and innovation. Competitive Compensation: Attractive salary and benefits package, including performance bonuses.