Technical Support Engineer

Company : Pod Point Ltd

Job Location : London, UK

Posted on : Sat, 06 Jun 2020 22:14:54 GMT

Job Description :

Network Assurance | Up to £23k p.a. | Old Street, London (but working from home for now)

At Pod Point we’re changing the way people drive. We fundamentally believe that travel shouldn’t damage the Earth so we’ve made it our mission to install a Pod Point (an Electric Vehicle charging point) everywhere you park. To make that vision a reality, we need the brightest, most tenacious and most inspiring talent in the world - we are growing faster than the market and we need to maintain that velocity - that’s where you come in!

The Role

We’re looking for an exceptional 2nd Line Support professional to join our growing team. This is a fantastic opportunity to work within a passionate team and have a big impact on the entire organisation. You will collaborate with the rest of the team to ensure that Pod Point’s network achieves the highest levels of network reliability and uptime. You will work closely with the other team members to provide solutions to our customers and clients which ensure top notch product reliability; you will report into the Technical Support Manager and will initially be based from home (at least until the risks of catching Coronavirus are reduced), but our office is based near Old Street Station in London and you’ll probably need to be able to commute there in future as and when required.

What you’ll do
  • Provide technical support for the Pod Point charging network, handling incoming calls that are raised as a level 2 support issue
  • Escalate problems and provide detailed handovers to 3rd line support when necessary
  • Log all information accurately and in a timely manner whilst building rapport with internal members of staff
  • Work closely with the Customer Support team as well as the Technical (Product) teams
  • Organise remote Electricians to resolve issues and assist in fault finding
  • Ensure tickets are properly managed, and that notes are kept up to date
  • Continuously participate in creating tools and processes which increase the number of issues which can be resolved by the Level 1 support team
  • Continuously improve and develop the efficiency of your own processes


What you’ll need
  • Previous experience in a technical support role
  • Familiar with Google Drive, Docs and Sheets and experience working with a range of systems including a CRM system (ideally Salesforce)
  • A strong interest in technology, and the ability to pick up new technology quickly
  • Strong attention to detail
Bonus Points
  • Previous experience in electrical field servicing
  • Familiar with Salesforce
  • Good understanding of electronics and electrical components
  • A dog that you can bring into the office (once Coronavirus abates)
  • Passionate and knowledgeable about climate change, sustainability and/or the EV industry

And if you’re not sure whether you’re what we’re looking for - send us your CV anyway! We love to hear from people who are passionate about what we do, and we always take the view that a good cultural fit (and mission alignment) is much more important than ticking all the “qualifications, skills and experience” boxes.


Our culture is electric

At Pod Point we like to think we are anything but conventional. We have worked hard to create a rapidly-growing, constantly innovating, flat-structured world, where each employee can see the vital contribution they are making to the company. We knew from the very beginning that a rigid, corporate environment was never going to work for us, and we have stayed true to our word - we’re anything but.

We work hard; we’re not clock-watchers but equally you may find yourself working into the evening very occasionally. In return we’ll pay you well, give you complete ownership to shape the role, give you ground-breaking projects to work on and surround you with fantastic, talented people. We also provide the following benefits:

  • Flexible working hours and a casual dress code
  • 25 days holiday (plus bank holidays)
  • Very generous maternity and paternity leave scheme
  • Pension scheme
  • Eyecare scheme
  • Bike to work scheme and discounted gym membership
  • An extensive non-fiction library to provide a bit of inspiration
  • The odd Pod Point puppy to cuddle.

The socially distant elephant in the room

So, you may have noticed that the world is a little different right now. As such, there might be a few parts of this spec that appear a bit wishy-washy. We’re sorry about that and we’ll try to give as much clarity as possible as and when we have answers.

Our first priority (at all times, but especially during the COVID-19 pandemic) is to make sure we’re not unnecessarily exposing Pod Pointers to potential health risks, so for now the majority of our team is working from home and we’re not sure when it will be safe for everyone to return to the office. We are, however, continuing to look for candidates who are able to commute to the Old Street area of London when the world becomes a bit more safe. In the meantime, we’re conducting all interviews on Google Meet and are able to onboard new starters remotely.

We also realise it may seem daunting starting a new role remotely (and some people struggle with their mental health when working from home at the best of times) so we’ve put in place some extra initiatives whilst we’re in lockdown (for both “work” and “play”) to keep our culture humming.

Final things to note

Pod Point is an equal opportunities employer, although you must be legally able to work in UK, and any data you provide us will be stored and disseminated in accordance with Pod Point’s Privacy Policy.

We like to deal directly with our candidates so no agencies please!

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