Act as the primary technical escalation point for our 1st level support team, ensuring timely and accurate resolutions for customers in the CPMS (Charging Point Management System) domain., Build and maintain strong relationships with internal stakeholders and external partners to enhance customer satisfaction and trust., Provide in-depth technical support for all reev products, ensuring a seamless experience for both Charge Point Operators (CPOs) and internal teams., Troubleshoot complex technical issues by analysing logs, performing system diagnostics, and replicating errors in test environments., Collaborate closely with our Dev Teams on critical incidents, you ensure rapid resolution., Monitor system health, proactively identify potential risks and resolve issues to maintain service continuity and efficiency., Ensure adherence to Service Level Agreements (SLAs), minimising downtime and maximising system reliability., Partner with our Product Team to deliver valuable insights from customer interactions and support trends, influencing product roadmaps and prioritisation., Act as a bridge between customers and technical teams during high-priority incidents to ensure smooth communication and resolution., Provide regular performance reports and feedback, highlighting areas for improvement and optimisation opportunities., Conduct training sessions and workshops for internal teams to enhance troubleshooting skills and knowledge., Contribute to the refinement of support workflows, tools, and documentation to enhance operational effectiveness and efficiency.
