Customer Support Specialist

Hypervolt Limited Hypervolt is leading the way in the electric vehicle charging revolution, committed to delivering innovative and dependable EV charging solutions. Since our launch in 2021, we have aimed to reshape the EV charging market by prioritizing customer experience, superior software, and elegantly designed British hardware. In a brief period, we emerged as Trustpilot's top-rated EV charging manufacturer. Recognized as the third fastest growing company in the UK by Deloitte Fast 50, and sixth fastest in EMEA by Deloitte Fast 500, we also received the accolade of DrivingElectric's Home EV Charger of the Year for 2023 and 2024, reflecting our commitment to innovation and making EV ownership accessible. Our Mission To contribute to the electricity grid by developing technologies that facilitate the transition to a green energy world and electric transportation, ensuring a sustainable energy infrastructure for future generations. Our Vision To position ourselves as the world's foremost energy infrastructure company through groundbreaking technology, exceptional product design, and outstanding customer service, initiating a significant shift in global transportation and energy consumption. Our Values

• Be Persistent: Problem-solving is essential to our mission. Achieving success often requires persistent effort.
• Be Accountable: Treat the company as your own. Own improvements and mistakes, and communicate openly for collective success.
• Customer-Centric: Treat customers as they wish to be treated, recognizing their importance in decision-making.
• Dare to Dream: Technological advancements begin as bold aspirations; believe in your vision to realize it.
• Stay Hungry, Stay Foolish: Our ambition and humility drive success. Learn from the market and commit to our goals.
• True Greatness is Blind: Exceptional ideas and execution can originate from anyone, anytime, anywhere.

Key Responsibilities

• Customer Support: Provide outstanding customer service via phone, email, and live chat, addressing inquiries and resolving issues related to Hypervolt products, ensuring high standards of customer satisfaction.
• Technical Troubleshooting: Perform remote troubleshooting for technical issues, covering hardware, software, and connectivity problems with EV charging stations. Identify and resolve Level 1 and Level 2 technical issues promptly, escalating complex cases when needed.
• Documentation: Maintain precise records of customer interactions and technical resolutions in our support database for future reference.
• Product Knowledge: Stay updated on Hypervolt's products, services, and industry trends to provide accurate information and recommendations to customers.
• Collaboration: Work closely with engineering and product teams to address recurring issues and contribute to continuous improvement based on customer feedback.
• Customer Education: Guide customers on proper usage and maintenance of Hypervolt products, offering clear instructions and resources.

Requirements

• Experience: At least 1 year in a customer support role, ideally in the EV charging or related industry. Proven success in diagnosing and resolving technical issues while maintaining strong customer service skills.
• Communication: Excellent verbal and written communication skills, able to convey technical concepts in a user-friendly manner, and collaborate effectively in a remote team environment.
• Problem-Solving: Strong analytical skills with attention to detail. Capable of critical thinking and innovating solutions to complex problems.

Benefits

• Hybrid Work: Enjoy the freedom of working from home while supporting customers worldwide.
• Professional Growth: Opportunities for career advancement and development within a rapidly growing company.
• Inclusive Environment: Join a diverse team that values collaboration and innovation.
• Competitive Compensation: Attractive salary and benefits package, including performance bonuses.