Network Operations Center

Operations | Phoenix, AZ

Job Summary​:

We are looking for a motivated deskside field support Representative that can work with little direction to ensure the highest quality of customer service.

The primary responsibility of the person holding this position is to provide technical support to both internal Blink Charging employees and external clients such as customers, hosts and contractors.

Essential Duties and Responsibilities:

  • Respond to internal & external telephone calls and email requests for Blink Charging technical support.

  • Operate efficiently to conclude all on site installation, repair, maintenance and test activities.

  • Operate efficiently to conclude all on site installation, repair, maintenance and test activities.

  • Produce frequent and analytical service reports.

  • Create a satisfying customer experience while ensuring brand loyalty by using professional customer service techniques, personalizing and focusing on adding value to a calls and email.

  • Document, track and monitor problems to ensure timely resolution.

  • Escalate problems as necessary to required personnel.

  • Process checklists and invoices as necessary.

  • Provide support to Customer Service employees.

  • Provide Remote Training to internal and external customers.

  • Participate in audits of Blink EVSE hardware and software.

  • Collaborate in making changes to NOC documents and processes.

  • Create and communicate bulletins and information to customers and support personnel.

  • Troubleshoot, evaluate, track, and manage EVSE network problems and recommend the best solutions while escalating to higher tiers or resolving according to NOC procedures.

  • Quickly identify and analyze Blink EVSE events from Blink Network and create cases as needed.

  • Enter data (or assist) into ticketing system in an accurate and complete manner to document problems including troubleshooting results as well as escalation, repair, customer or other relevant information.

  • Perform other related duties and tasks as assigned or as become evident.

Skills and Qualifications:

  • Creativity, initiative, accountability, leadership

  • Good written and verbal communication skills

  • Good people and presentation skills

  • Ability to set goals and achieve scheduled deadlines

  • Excellent troubleshooting skills

  • Strong computer skills

  • Ability to identify additional tools or processes to improve procedures

  • Proficient in Microsoft Office, Internet Explorer, Firefox, specific software programs used by Blink Network

  • Experience with technical writing and illustration a plus.

Education and/or Experience

  • Associates degree in technical field or bachelor’s Degree required if experience requirement not fulfilled

  • Prior help desk, technical support or training experience preferred

  • Some electrical background helpful but not required.

  • Some electronics knowledge helpful but not required

Working Conditions:

Standard work week is 40 hours, Mon-Fri.

 

Work generally conducted in an office environment.

Work Authorization:

  • United States (required)

EEOC Statement:

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

© 2018 Blink Charging Co.

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