Key Responsibilities: Key responsibilities:

1. Take ownership and resolve assigned cases via a ticketing tool; technical questions and inquiries from ChargePoint customers.

2. Resolve cases per productivity, performance and SLA standards and support goals.

3. Answer technical questions/problems, providing appropriate workarounds or solutions.

4. Research, document, and assess when it is necessary to engage with team members to enable timely issue resolution.

5. Contribute to Knowledge Management (KM), via case documentation. 

6. Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base.

7. Identify and escalate complex issues to the appropriate teams for further resolution.