Technical Support Specialist
About this role
Do you believe climate change can be addressed through energy efficiency, renewable energy, and the electrification of society? Do you want to play a meaningful role in accelerating this transition?
If so, this could be the opportunity for you.
We are looking for a Technical Support Specialist to support our customers with technical issues related to our EV charging products and services. In this role, you will be a key part of the customer charging experience and contribute to improving quality, processes, and tools in a fast-growing EV charging business.
You will work closely with our B2B and B2C customers, as well as our Product, Sales, and Technical teams, to resolve customer inquiries and continuously improve the support experience. This role is well suited for someone with previous experience in customer support, technical support, finance, or a related field — or for someone at the beginning of their career who is looking to grow in one of the world’s fastest-growing industries.
Responsibilities
- Respond to customer inquiries in a timely and accurate manner via Zendesk, Jira, Confluence, Slack, telephone, email, and other channels as needed
- Coordinate second-line troubleshooting by gathering relevant information, analyzing root causes, and suggesting corrective actions
- Document and update information related to technical issues and customer interactions for knowledge sharing and training purposes
- Escalate issues that cannot be resolved directly, ensuring all relevant information is included
- Share feature requests, customer feedback, and effective workarounds with relevant internal teams
- Follow up with customers to ensure technical and payment-related issues are resolved satisfactorily
- Participate in customer meetings to share feedback, highlight recurring issues, and support action planning
- Coordinate product returns and repairs in cooperation with logistics teams and external service providers
- Communicate clearly and effectively with colleagues in