Network Support Agent
Role details
Job location
Tech stack
Job description
The Network Performance team is responsible for the maintenance, repair, and operation of all of our national public and private EV chargers connected to the GeniePoint back-office system.
As a Network Performance Agent, you'll liaise with hardware suppliers and field engineers to drive the best customer experience and ensuring 99% network uptime and reliability is at the forefront. You'll respond to reactive requests both internally and externally and seek proactive improvements to Network Performance through constant knowledge improvement and sharing and proactive monitoring of the network.
Key activities
- Provide first and second-line technical support to EV drivers, clients and engineers via email and phone
- Commission new chargers on to the CPMS and acceptance testing before chargers go live
- Day to day online monitoring, recording, identifying, and handling incidents (faults) that interrupt charge point functionality
- Troubleshoot charge point faults and failures using error codes and remotes tools via EVS CPMS
- Assignment of fault tickets to field engineers for field repairs in line with SLAs and drive network uptime
- Planning and scheduling PPM with sub-contractors
- Testing and rolling out new firmware for improvements and bug fixes, supporting in bug investigations and configuration setting queries
- Tracking RMA's with hardware suppliers for reactive maintenance parts and critical chargers
- Cross checking invoices and applying warranty recharges for warranty related call outs
- Carry out stock checks and take responsibility for replenishment of warranty stock
- Ensure revenue income is protected from out of warranty maintenance and reactive works on private sites
Requirements
Do you have experience in Customer service?, * Previous experience of working within Customer Service/Contact Centre / Technical Customer Service Advisor
- Excellent customer service and communication skills
- Excellent problem-solving ability and ability to provide technical solutions
- An interest in Electric Vehicle technology
Benefits & conditions
Equans is looking for a Network Support Agent to join our team on a permanent, full-time basis working 40 hours per week. This is a home-based role however some travel may be required for team meetings. On offer is a competitive salary and benefits package., * Life Cover equivalent to 1 times annual salary
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
- Cycle to work scheme
- Holiday purchase scheme
- 2 corporate social responsibility days per year
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
- Attractive Employee Referral Rewards Scheme
- Access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
- 24/7 Employee Assistance Program and access to mental wellbeing app
