Senior Technical Solutions Engineer providing advanced technical support for Socomec’s Critical Power solutions. Leading complex issue resolutions, driving escalations with engineering teams across North America.
About the role
- Tier 1 Technical Support Specialist providing technical assistance for EV chargers at a global technology firm. Handling customer inquiries and troubleshooting issues related to electric vehicle charging.
Responsibilities
- Respond to customer inquiries via phone, email, or chat regarding EV charger functionality, connectivity, and usage.
- Perform initial diagnostics on charging stations, including power status, network connectivity, and user interface issues.
- Guide customers through standard troubleshooting steps such as resets, cable inspections, and mobile app configurations.
- Escalate unresolved or complex issues to Tier 2 support or field service teams, ensuring detailed and accurate documentation.
- Contribute to knowledge management and continuous improvement based on daily operations and recurring issues.
- Prioritize case handling based on service level agreements (SLAs), warranty status, and issue severity.
- Accurately log all support interactions and technical findings in the ticketing system (e.g., MS Dynamics 365 Customer Service).
- Monitor and report recurring technical issues to support trend analysis and product reliability improvements.
- Stay current with the latest EV charger models, firmware updates, and support procedures.
- Ensure compliance with safety and operational standards during all remote support interactions.
Requirements
- Fluency in Dutch and proficient in English.
- High school diploma or equivalent required; technical training or certifications in IT, electronics, or automotive systems are a plus.
- Experience in a customer-facing technical support role, preferably in a call center or eMobility environment.
- Basic understanding of electrical systems, IoT devices, and network troubleshooting (e.g., Wi-Fi, Ethernet, SIM-based connectivity).
- Familiarity with EV charging standards and protocols (e.g., Type 2, CCS, OCPP) is an advantage.
- Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
- Proficiency in using CRM and ticketing systems.
- Ability to work in a shift-based environment, including weekends and holidays.
- Preferably has experience managing different support channels (chat, email, voice, back office).
Benefits
- Basic Salary: EUR 950.00 gross/month
- Language Allowance (Dutch + English): EUR 400.00/month
- Meal Allowance of EUR 10.20 per day worked - up to EUR 224.40/month
- Transport Allowance: EUR 40.00/month
- Full training provided and paid.
- Health insurance after 30 days
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