L2 Remote Technical Support Engineer DUTCH Speaker

April 19

EVBox

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Powering our sustainable future

Electric Vehicle Charging • Charging Infrastructure • eMobility • Cleantech • Sustainability

501 - 1000

💰 Grant on 2017-04

Description

• Your main responsibilities will include: - Track concerns and tasks and follow up on tickets in the available incident management system (Salesforce) - Resolve customer / partner’s issues on charging hardware operations and installations - Resolve customer / partner’s issues on our software systems - Performing root cause analysis on new issues faced - Perform deep analyses of technical inquiries and provide feedback on hardware and firmware development - Consult and instruct customers / partners for remote troubleshooting by responding via ticket system or phone - Document and follow-up with technical incidents including providing feedback to the relevant teams internally (i.e. Quality, Supply Chain, L3 Support, Project Management) - Develop a deep technical understanding of the product and its lifecycle

Requirements

• Bachelor’s degree (or similar local equivalent) in a technical field (electrical engineering, electronics, mechanical engineering) or comparable work experience • At least 4 to 10 years of work experience in (technical) support roles (ideally within technology / energy / electrical / automotive companies) • Some experience working with connected hardware, especially charging stations would be a plus • Any experience with cloud connected embedded systems, or programming / scripting languages (i.e. embedded C, JSON, XML) is advantageous (but not mandatory) • Fluency in English AND DUTCH • Good understanding of customer support / call centre operations (telephony, case management tools and processes) • Some previous experience with ticketing systems is advantageous (i.e. Salesforce) • Analytical and problem-solving skills • Strong attention to detail and commitment to quality • Strong customer-centric mindset, willingness to help others • Communication skills including the ability to listen and show empathy to the customer • Ability to influence and empathize with remote teams • Excellent verbal, writing and typing skills • Dynamic teamplayer able to switch between teams and customers • Confident with their own abilities

Benefits

• WFH allowance for the days you work from home • WFH budget to set up a home office • Annual Personal Development budget to be spent on external courses/trainings • Quarterly team building budget available • Leadership coaching & training • Employee Assistance Program, where you can reach out anonymously to professionals who can help you with personal and/or work-related problems • Online training courses offered (currently through Coursera) • Support for mental health & wellbeing • Referral program • Volunteering day time off • Company gatherings & Social committee