Support Engineer

• Provide technical support to customers regarding EV charging stations via phone, email, and live chat.
• Diagnose and troubleshoot hardware and software issues related to EV chargers and their networks.
• Guide customers through installation, setup, and maintenance procedures.
• Escalate complex issues to the engineering or field service team as required.
• Monitor and analyse system performance, identifying potential issues proactively.
• Document customer interactions, troubleshooting steps, and solutions in the ticketing system.
• Assist with firmware updates, system integrations, and remote diagnostics.
• Provide technical training to customers and internal teams on best practices.
• Stay up to date with industry trends, emerging technologies, and product updates.
• Collaborate with the sales team to identify customer needs and provide pre-sales technical assistance.
• Ensure compliance with industry standards and safety regulations.
• Perform other role-specific duties that may arise.

L2 Technical Support Representative

• Provide technical support to customers via phone, email, and chat, primarily email-based
• Respond to customer inquiries and alerts according to agreed SLAs
• Diagnose, address, and resolve technical issues efficiently and accurately
• Escalate complex issues to higher-level support
• Keep current with changing technologies and adapt to process changes
• Participate in training sessions to enhance technical skills and knowledge
• Share knowledge with the team and assist in training new team members
• Develop a deep understanding of client products and services
• Respond promptly to customer service inquiries to ensure satisfaction
• Collaborate with and support team members when assistance is needed
• Take on additional tasks and responsibilities to meet team objectives
• Execute team initiatives and collaborate on projects
• Identify opportunities to contribute as the team grows
• Gather customer insights and share them to improve customer education and experience

Senior Technical Support Advocate

• Investigate customer and operational issues using system information, configurations, data, and documentation
• Maintain accurate operational and support data and contribute to reporting by tracking trends and identifying inconsistencies
• Document issues, resolutions, and recurring patterns
• Partner with Customer Success, Engineering, and other teams to improve processes and support resources
• Own problems from investigation through resolution
• Respond to customer inquiries through Intercom, Pylon, email, and other support channels
• Resolve Tier 1 issues efficiently and professionally
• Troubleshoot software, hardware, account, configuration, and connected-device issues
• Escalate complex problems to appropriate internal teams
• Build knowledge of ReSpark’s software, customer workflows, and scrap metal recycling operations

Technical Support, Operations Specialist

• Provide Level 2 technical support for escalated help desk tickets and client calls, ensuring timely resolution and accurate documentation.
• Diagnose, troubleshoot, and resolve issues related to Active Directory, Hosted Exchange, Microsoft 365, and networking.
• Administer Microsoft 365 environments, including user management, security policies, email configurations, and access controls.
• Support and maintain AD environments, including user accounts, group policies, permissions, and directory services.
• Manage calls and tickets efficiently using the help desk system, updating status and communicating progress clearly.
• Assist with security administration, including MFA, conditional access, email security, and basic incident response.
• Work in a Microsoft Teams environment to communicate with team members and clients.
• Provide customer-facing support, communicating complex technical concepts clearly to clients.
• Escalate complex issues to Level 3 engineers when required and assist with implementation of solutions.
• Document resolutions, procedures, and system changes clearly and accurately.

IT Support Engineer – Microsoft 365

• Review site surveys and scope-of-work documentation to determine customer voice service requirements
• Participate in voice gap analysis reviews and identify provisioning requirements
• Use reports, dashboards, and internal systems to complete voice provisioning tasks accurately and on time
• Use proprietary, BroadWorks-based tools to design and build customer voice services
• Communicate with customers, vendors, account managers, and internal teams to understand technical requirements and business needs
• Manage telephone number porting activities with internal and external teams
• Monitor order and implementation status and escalate issues when necessary
• Maintain accurate updates throughout the provisioning process
• Ensure customer requests are properly implemented and documented
• Take ownership of requests from initial setup through successful installation
• Manage multiple requests while maintaining speed, accuracy, and attention to detail
• Communicate technical information clearly to technical and non-technical audiences
• Complete every stage of the hiring process: resume review, pre-screen questionnaire, one-way video interview, and live interviews

MACD Representative – VoIP Provisioning, Technical Support

• Review site surveys and scope-of-work documentation to determine customer voice service requirements
• Participate in voice gap analysis reviews and identify provisioning requirements
• Use reports, dashboards, and internal systems to complete voice provisioning tasks accurately and on time
• Use proprietary, BroadWorks-based tools to design and build customer voice services
• Communicate with customers, vendors, account managers, and internal teams to understand technical requirements and business needs
• Manage telephone number porting activities with internal and external teams
• Monitor order and implementation status and escalate issues when necessary
• Maintain accurate updates throughout the provisioning process
• Ensure customer requests are properly implemented and documented
• Take ownership of requests from initial setup through successful installation
• Manage multiple requests while maintaining speed, accuracy, and attention to detail
• Communicate technical information clearly to technical and non-technical audiences

• Review site surveys and scope-of-work documentation to determine customer voice service requirements
• Participate in voice gap analysis reviews and identify provisioning requirements
• Use reports, dashboards, and internal systems to complete voice provisioning tasks accurately and on time
• Use proprietary, BroadWorks-based tools to design and build customer voice services
• Communicate with customers, vendors, account managers, and internal teams to understand technical requirements and business needs
• Manage telephone number porting activities with internal and external teams
• Monitor order and implementation status and escalate issues when necessary
• Maintain accurate updates throughout the provisioning process
• Ensure customer requests are properly implemented and documented
• Take ownership of requests from initial setup through successful installation
• Manage multiple requests while maintaining speed, accuracy, and attention to detail
• Communicate technical information clearly to both technical and non-technical audiences

VoIP Provisioning & Technical Support Representative

• Review site surveys and scope-of-work documentation to determine customer voice service requirements
• Participate in voice gap analysis reviews and identify provisioning requirements
• Use reports, dashboards, and internal systems to complete voice provisioning tasks accurately and on time
• Use proprietary BroadWorks-based tools to design and build customer voice services
• Communicate with customers, vendors, account managers, and internal teams to understand technical requirements and business needs
• Manage telephone number porting activities with internal and external teams
• Monitor order and implementation status and escalate issues when necessary
• Maintain accurate updates throughout the provisioning process
• Ensure customer requests are properly implemented and documented
• Take ownership of requests from initial setup through successful installation
• Manage multiple requests while maintaining speed, accuracy, and attention to detail
• Communicate technical information clearly to technical and non-technical audiences
• Complete all stages of the hiring process, including resume review, pre-screen questionnaire, one-way video interview, and live interviews