Customer Service Technician – Tier I
Company Background
Future Energy, founded in 2011, provides innovative technology solutions to businesses across various industries in the U.S. and Canada, including healthcare, hospitality and automotive. We help clients design integrated technology systems that enhance operations, customer experiences, and profitability. By centralizing system data and controls, we empower clients to make informed business decisions and achieve new levels of success.
Position Summary
The Client Success Tier I Representative (Administrator) is the first point of contact for Future Energy clients and is accountable for responding to client inquiries, assisting with account- or product-related questions, and ensuring effective triage or resolution of issues. The representative will strive to resolve issues on the first contact when possible and support senior and technical team members through accurate documentation and administrative prep work. This is a developmental role designed for individuals who are eager to grow their knowledge of EV technology through structured training and hands-on experience.
Job Responsibilities
Responsibility #1 – Client Interaction & Support
- Responds promptly and professionally to client inquiries through various communication channels (phone calls, voicemails, emails, texts, support@futureenergy.com).
- Understands Future Energy products and services and can apply that knowledge when addressing client related issues. Utilizes internal resources (scripts, knowledge base, CRM) to resolve common issues and answer frequently asked questions. Provides accurate information about products, services, and procedures.
- Strives to enhance the client experience by providing efficient, empathetic, and professional service. Achieves or exceeds first contact resolution targets for low-complexity issues.
Responsibility #2 – Administrative & Ticket Support
- Documents all client interactions and issues in the CRM to ensure that information is aligned and accurate. Maintains detailed records of troubleshooting steps and resolutions provided.
- Performs call intake tasks, including identity verification, product/service lookups, and ticket setup.
- Supports ticket follow-up tasks such as scheduling callbacks, sending reference materials, or confirming resolutions.
Responsibility #3 – Learning & Knowledge Development
- Participates in structured onboarding and ongoing training focused on EV systems, charging infrastructure, and client platform usage.
- Builds familiarity with product updates, support tools, and standard operating procedures.
- Demonstrates initiative in learning about new services and troubleshooting techniques over time..
Responsibility #4 – Team Collaboration & Continuous Improvement
- Actively contributes to team meetings and knowledge-sharing sessions.
- Supports service quality goals by following best practices for call handling, documentation, and handoffs.
- Provides feedback on system performance, client needs, or workflow improvements.
Position Requirements
If you have at least 3 years’ experience in a contact center, can demonstrate how you’ve supported clients in a technical capacity in the past, and enjoy problem solving, Future Energy may be the place for you!! Other requirements include:
- Minimum of an Associate’s degree is preferred but not required if you have the experience.
- Experience working in the EV fast charging space is preferred, but also not required. Your technical aptitude is what’s really important!
- Good follow-up skills to ensure accurate completion of client requests.
- A demonstrated ability to multi-task.
- A high degree of reliability, thoroughness and attention to detail.
