Charge Point Operator

Job Description

Are you motivated by delivering calm, professional customer support while diagnosing and troubleshooting technical issues to restore services quickly and effectively?

We are seeking a Charge Point Operator to join the Thundergrid Sales team in Wellington on a full-time basis.

As our Charge Point Operator, you will at the frontline of customer experience, providing phone-based technical helpdesk supports to EV drivers.
Your primary objective will be to maximise charger uptime by diagnosing and resolving technical, communications, and access issues as quickly and effectively as possible. You'll coordinate remotely with installers, contractors, fleet managers, and customers to ensure chargers remain reliable, safe, and operational.
This role is ideal for someone with strong problem-solving skills, a customer-first mindset, and experience in technical support or helpdesk environments.

Key Responsibilities

Charge Point Operation & Helpdesk Support

• Provide phone-based technical support to EV drivers experiencing charging issues.
• Troubleshoot charger faults, communication failures, and network connectivity issues.
• Support users with app access, user IDs, permissions, and account issues.
• Remotely assist installers with commissioning, testing, repairs, and annual maintenance.
• Log, manage, and resolve helpdesk tickets with clear ownership and documentation.
• Coordinate field repairs and maintenance with electrical contractors and installers.
• Onboard fleet managers to data portals and reporting tools.
• Ensure labour and material costs are approved and accurately on-billed to customers.
• Capture, process, and track warranty claims.
• Work with the Fulfilment team on repairs, replacements, and correct asset coding.
• Maintain and update the asset register when chargers are replaced onsite.

Administration & Coordination

• Support the development and continuous improvement of SOPs and processes.
• Coordinate periodic assessments and audits with contractors.
• Assist with residential installation jobs in collaboration with account managers and installers.
• Oversee reactive maintenance, including spare parts supply and contractor scheduling.

About You

• Minimum 1-2 years' experience in Customer Service.
• Strong customer support and communication skills (written and verbal).
• Excellent problem-solving and fault-diagnosis capability.
• Proficient inbox and ticket management.
• Organised, process-driven, and detail-oriented.
• Ability to coordinate repairs and manage multiple priorities.
• Strong computer skills, including Microsoft Office and relevant systems.

If you meet all of the above, we'll love to hear from you!

Why Join Us?

What differs us from the rest:

🧘 Employee Wellbeing: 5 weeks annual leave, plus access to wellness programs, counselling, and a supportive work culture.

👨‍👩‍👧 Life-Stage Support: Robust and inclusive paid parental leave for both primary and secondary carers, plus paid life-stage leave for significant life events.

💰 Competitive Salary: We recognise and value your contributions.

✨ Growth & Development: Be part of a forward-thinking team committed to excellence and innovation. We invest in our people with extensive learning opportunities.

🌱 Sustainability Focus: Commitment to greener solutions and responsible work practices.

🌏 Diversity & Inclusion: We pride ourselves on our diversity and actively celebrate inclusion initiatives.

Ready to Apply?

Submit your resume and cover letter via the 'Apply' link or via our Landis+Gyr careers page https://careers.landisgyr.com/, explaining why you're the right fit for the position.

Applications will be reviewed as they are received, and interviews may commence prior to the close date.

Have a question? Please reach out to Shenay Gocmen via email: [email protected]