Bilingual Technical Support Specialist

Job description

ABOUT CHARGELAB ChargeLab is the Android of EV charging. We partner with leading hardware manufacturers like Eaton, ABB, and Siemens to bundle their EV chargers with our best-in-class software. Our end customers include building owners, convenience stores, utilities, and fleets, who leverage our Charging Station Management System (CSMS) and open APIs to manage thousands of EV chargers more efficiently. By 2030, most vehicles sold in North America will be electric. ChargeLab has raised US $30 million to build the world's best software for managing large-scale EV charger networks. Today, we are a team of 60+ full-time employees, including 30+ in engineering and product development. ABOUT THE ROLE As a Bilingual Technical Support Specialist for EV Charging at ChargeLab, your primary role will be to assist EV drivers and site hosts by providing support in both English and French. You’ll troubleshoot technical and payment-related issues, explain our products, and resolve inquiries via phone, chat, and email — ensuring a seamless experience across all channels. This role is hands-on and customer-focused, ideal for someone who thrives in real-time problem-solving and delivering a great user experience. You’ll work cross-functionally with Support, Engineering, and Product teams to resolve issues and drive continuous improvement. A strong focus on efficiency, quality, and customer satisfaction is essential. As part of a growing team in a fast-moving industry, you'll have opportunities to learn, grow, and contribute to a more sustainable future. Schedule: This position is primarily based on-site at our Etobicoke, Toronto office and follows a rotating schedule across our business hours (7 AM - 11 PM EST). It also includes one remote weekend shift, weekly (Saturday or Sunday) from 9 AM - 9 PM EST. KEY RESPONSIBILITIES - Serve as the primary point of contact for end users by providing bilingual support (English and French) via phone, our main communication channel. - Collaborate with internal support teams to meet customer SLAs and maintain high satisfaction. - Assist end users across additional support channels, including chat and email-based ticketing, to ensure a consistent support experience. - Analyze OCPP connectivity logs and data to identify and resolve technical problems. - Escalate hardware and connectivity issues to site hosts, working closely with our Hardware and Solutions Engineering teams to ensure timely resolutions. - Contribute to internal and external documentation in both English and French to support knowledge sharing and self-service. QUALIFICATIONS - Fluent in English and French — both written and spoken. - Comfortable supporting end users via phone, chat, and ticketing systems like Zendesk - Experience in customer or technical support in a fast-paced environment. - Strong problem-solving skills and a passion for delivering excellent customer outcomes. - Ability to stay calm and resourceful under pressure. - Clear communicator who can simplify complex technical topics. - Post-secondary degree in a STEM field is preferred. - Zendesk experience is an asset. - Spanish fluency is a bonus. HOW WE HIRE We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews. This opportunity is offered through HighlightTA, the on-demand talent team supporting ChargeLab’s growth. Connect with us and learn more: Chargelab on LinkedIn https://www.linkedin.com/company/chargelab/HighlightTA on LinkedIn https://www.linkedin.com/company/highlightta