Role Overview

As a Bilingual 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 solid 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 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 – 5 PM EST.

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 such as 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.

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📌 Bilingual Technical Support Specialist, EV Charging (French/ English) (Quebec City)
🏢 ChargeLab
📍 Quebec City