Technical Customer Support Rep, Level 3

Who We Are: Enel is a globally recognized leader in sustainable energy and is consistently named one of Fortune Magazine’s “Companies that are Changing the World.” It is also one of the largest and most trusted energy companies in the world, serving around 70 million customers in more than 30 countries across 5 continents. The Enel Group vision is about Open Power. Open Power means opening energy access to more people; opening the world of energy to new technologies; opening new ways for people to manage energy; opening new uses of energy; and opening more partnerships. These are ambitious goals and we are pursuing them with the passion of more than 65,000 people whose brilliant work is based on our values of Responsibility, Innovation, Trust and Proactivity. At Enel North America, our businesses are leading the energy transition, creating the sustainable energy solutions of the future to help individuals, businesses and communities change energy into lasting value. The Opportunity:: What You'll Do at Enel::

• Provide high-level, customized assistance to our customers
• Diagnose and troubleshoot software and hardware problems
• Help our customers install, set-up, and use their EVSE with the app and/or online dashboard
• Use your understanding of basic electrical installations, network, and iOT knowledge and skills to handle more complex customer issues
• Provide customer support through chat, over the phone, and by email through company CRM system (Zendesk and Salesforce)
• Manage the escalated technical support cases received in queue from tier 2 support and partners
• Monitor L2-L3 technical support tickets to ensure timely action to resolve each
• Collaborate in the escalation process with support, engineering, and operations teams to debug complex technical challenges
• Self-driven thru closed loop, corrective action with technical documentation updates, process improvements, and training
• Train and mentor others within area of expertise

Who You Are:: - Strong electrical and electronic troubleshooting skills - Strong written and verbal communication skills - Understanding of electrical/electronic circuits - both residential and commercial. This would include circuit board level components as well as integrated FW/SW - Elevated understanding of WiFi/cellular and IP network technology - Proven history working in a customer-facing team with cross-functional, troubleshooting requirements - Preferred EV owner/driver with practical, hands-on experience - Familiarity with competitive products is a plus - A current or future EV driver with a passion for this culture and the people in it - An enthusiast who understands the customer’s unique needs What You've Accomplished::

• 3-5 + Years’ experience of technical customer support for electric vehicles, battery storage, solar electric products or comparable technologies required
• BSEE, BSME or equivalent (practical experience with electric vehicles a plus). Power Electronics, Renewable Electrical Systems, and electro-technical field or other electrical concepts training preferred
• Certifications or Degrees in Power Electronics Engineering or related fields

What Enel Offers You:: •A rapidly growing yet well-established business, •Ability to work with employees from many different cultures and backgrounds., •Benefits and rewards that support the life and well-being of you and your family., •One of the world’s most recognizable and respected brands in the energy industry that believes by working together we can create a new energy era in which the world can become more sustainable., •Opportunity to grow and develop your career with the support and mentorship of senior leaders., •Various forms of flexibility to help you integrate your life with your professional commitments. EEO Statement: Enel North America is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, or veterans/national guard/military reserve status. This shall be done in compliance with all applicable federal, state, and local laws in every location in which Enel North America has facilities. Accessibility – If you require accessibility assistance applying for open positions please contact EnelApplication@enel.com. Notice to Recruiters & Staffing Agencies: Enel North America has an internal talent acquisition department and designated career site for individuals looking to join our team. Enel North America will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Enel North America, in any capacity will be considered property of Enel North America. This policy is applicable to all Enel North America locations and will be the responsibility of third parties and vendors to understand this policy. Enel North America will not pay a fee for any placement resulting from the receipt of an unsolicited resume.