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.