Job Specifications
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
Education: College degree or above, preferably in Electrical Engineering, Automation, Telecommunications, Computer Science, or related fields
Experience:
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 recruitment1.eu@autel.com
Please mention Customer Support Specialist – DE in the email subject.
About the Company
Discover Autel Energy, the provider of revolutionary EV charging solutions. Our primary vision is to make clean energy accessible to everyone through high-quality and affordable chargers. We understand the crucial role that electric vehicles play in promoting sustainability, and we are committed to accelerating the adoption of electric vehicles and advancing charging solutions worldwide.
At Autel Energy, we cater to all needs, from residential to commercial parking lots and public stations. Our products are designed to meet...
Know more