Technical Support Engineer
2 days ago
City of London
Driven by Intelligence. Powered for the Future. Autel is a global tech innovator in automotive diagnostics and smart mobility. With 2,000+ talents across 70+ countries, we fuse AI, big data, and cloud to drive the next generation of intelligent vehicles. As Autel Energy expands rapidly in Europe’s EV charging market, we are seeking a proactive and structured Customer Support Specialist to support our growing operations in London Area, United Kingdom. What You’ll Do As the first line of after-sales service, you will receive, log, and initially handle customer requests and issues to ensure a smooth and efficient customer experience. Key responsibilities include: 1.Customer Reception & Issue Logging • Receive customer repair requests, inquiries, and complaints via phone, email, or ticketing system, • Classify issues (hardware/software/network/user operation) and create service tickets in the system, • Collect complete fault information, including site photos/videos, device serial numbers, and error codes 2. Level 1 Technical Support • Provide basic troubleshooting guidance following standard SOPs (e.g., rebooting devices, checking power/network), • Use remote monitoring platforms to check device status and assist customers in resolving simple issues, • Perform authorized remote operations (e.g., reboot, remote diagnostics, configuration updates) 3. Escalation & Coordination • Escalate unresolved tickets to Level 2 technical support or field service engineers following process, • Track ticket progress and ensure timely updates are provided to customers, • Coordinate spare parts requests and field service resources to ensure SLA compliance 4. Customer Communication & Satisfaction • Provide regular updates on issue status and solutions to customers, • Collect customer feedback and assist in improving service quality, • Maintain accurate and complete customer records 5. Internal Collaboration • Work closely with technical support, logistics, sales, and project management teams, • Help summarize common issues and contribute to knowledge base and SOP improvements You Are • 1-2 years of customer service, technical support, or after-sales service experience, • Experience in EV charging, solar, power equipment, or industrial automation is a plus, • Skills:, • Basic understanding of networking (LAN, 4G, OCPP knowledge is a plus), • Fundamental electrical knowledge and ability to read simple wiring diagrams, • Strong communication skills and customer service mindset, • Basic English reading and writing skills (ability to handle international customer emails is a plus), • Other:, • Ability to work under pressure and accept shift schedules (including night/weekend on-call), • Detail-oriented, responsible, and a strong team player Why Join Autel • Key operational role in shaping EV charging infrastructure in the Europe, • Flat hierarchy with direct access to decision-makers, • Competitive salary with performance-based bonus, • International environment with high autonomy, • Dynamic, growth-oriented company with global reach Location: London Area, United Kingdom Start date: As soon as possible Working hours: Full-time 📩 Apply now and help us deliver cutting-edge EV charging solutions! Contact: Apply directly on LinkedIn or send your resume to 👉 Please mention Customer Support Specialist – DE in the email subject.