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Job Description

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 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.

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.