Techical Support Agent

We are looking for a Technical Support Agent for a company in Gothenburg. Start ASAP, 9-month limited contract to begin with.

The company now seeks a qualified technical support agent to technical support team.

Assignment scope:

The 2nd line technical support agent will be responsible for carrying out the following activities:

Receive and handle support tickets from end customers and service dealers containing problems, incidents and how-to questions.

Perform qualified trouble shooting and of problems and incidents using different analytical tools and backend charging systems, identifying where / in which process and system the problem or incident occurs.

If possible, resolve problems and incidents directly, otherwise escalate to the applicable 3rd line support teams where problem or incident has been identified.

Answer more complex how-to questions from customers.

Participate in Root Cause Analysis work and write knowledge base articles.

Examples of topics where we anticipate customer might require assistance are:

Customer and charging Services activation

User or customer account management issues

Token registration and activation / de-activation and provisioning

Charging authentication and authorization issues at a home-depot or public chargepoint

Issues with remote start and stop of charging sessions with mobile apps

Failure to start or stop charging sessions at a chargepoint

General questions or issues around charging sessions and charging session receipts

Potential mismatches between charging sessions receipts and invoice content

The list above is just an illustrative example of topics that might occur. As service content grows, more scenarios will likely require support.

To succeed, you should have the following competencies and experiences:

University degree or similar knowledge relevant to the position: in electrical engineering, industrial engineering, computer science or other relevant domain. You might have finished your uni