Tier I Support Analyst

Cincinnati,, OH

Direct Hire

Salary Range: $75,000 - $85,000

Electrada is a provider of electric vehicle (EV) 360 Charging as a Service (CaaS) solutions for electric fleets. We provide solutions that enable electric transportation for a more sustainable world. Our vision is every community connected by clean and reliable electric transportation. As a community-first organization, Electrada is committed to maintaining a fair, diverse and inclusive working environment for our staff. The primary responsibility of Tier I Support Analyst is to effectively monitor and support the CaaS solution performance, aligned with KPIs and Service Level Agreements (SLAs) – 99% charging infrastructure uptime, as contracted with fleet customers.

Core Responsibilities:
– Responsible for Tier I support of CaaS solution, including support of energy, network, hardware, firmware and software components of EV charging infrastructure deployments on customer sites. 
– Tier I level support for customer portfolio responsible for first response to customer calls, tickets or solution alerts supporting customer experience through operational excellence. 
– Provide prompt, professional and accurate feedback to customer calls and tickets including coordination with and handoff to Tier II support. 
– Monitoring, first response and troubleshooting to alerts, including performing Tier I control functions to resolve tickets where feasible. 
– Tier I level diagnostics and log collection to support escalation to Tier II support where required.
– Manage customer communication through ticket completion where required. 
– Support customer EV charging window session, including setting up charging schedules aligned to fleet use cases and monitoring to ensure daily routing. 
– Support EV charging preventative maintenance schedule, including customer notification and communication.

Required Education & Experience: 
– At least 5 years of tier I support experience in EV charging, distributed power, telecommunications, utilities, construction and/or transportation industries preferred. 
– Bachelor’s degree in Electrical, Mechanical or Civil Engineering, or equivalent experience. 
– Experience in customer-facing activities, including ongoing customer interactions.
– Subject Matter Expert (SME)/individual contributor with cross-functional team accountabilities. 
– Ability to perform work overnight and/or on weekends.

Team Fit:
– Team player willing to roll-up their sleeves and help where needed. 
– Sense of humor is required. 
– ‘Can-do’ attitude to challenges and obstacles. 
– Strong desire to work in a fast growth start-up environment. 
– Passion for electric mobility.

Personal Fit:
– Energetic, curious, resourceful, and self-motivated. 
– Able to continuously exhibit the highest levels of professional discretion as a technical representative of Electrada in all customer relationships. 
– Strong anchor of collaboration with ability to manage competing priorities, complex operations and high-profile customers, partners, and vendors. 
– Proven ability to drive operational excellence for continuous value of customer solution. 
– Strong organizational and interpersonal skills to work with various stakeholders and customers.
– Excellent autonomous problem-solving ability and critical thinking skills. 
– Solid written and verbal communication skills, including presentation skills.

Technical Qualifications: 
– Proficiency with JIRA and/or similar ticket management applications. 
– Proficiency with diagnostics and tier I level control functions, specifically in EV charging and/or electric power sectors. 
– Technical aptitude for breadth and depth of EV charging and power assets deployed on site.
– Solid understanding of EV charging hardware, firmware, software, and technical troubleshooting skills.

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