Senior IT Engineer addressing customer queries and resolving various technical issues at New Charter Technologies. Mentoring helpdesk technicians and overseeing multiple client environments.
About the role
- Technical Customer Support L2 role handling complex technical issues for Italian-speaking clients. Collaborating with teams to ensure efficient resolution and improve processes in a hybrid setting.
Responsibilities
- Support the L1 Service level with technical knowledge, report bugs and direct contact with key account partners.
- Responsible for handling complex technical issues escalated from Level 1 (L1) agents or chatbots.
- Share best practices and coach the team
- Provide guidance to L1 agents to ensure efficient and consistent case resolution.
- Identify documentation and knowledge gaps in the Knowledge Base and propose updates to improve troubleshooting flow.
- Collaborate with Engineering and Product teams to escalate recurring or unidentified issues, providing structured documentation and technical details.
- Support the definition of standard troubleshooting procedures and contribute to training materials.
- Constant improvement and maintaining of the internal system
- Identify locks that require follow-up or investigation
- Develop interdepartmental communication ways
- Ensure the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support
- Direct the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer-focused support culture, and improving the accountability of delivering effective and efficient services
- Product and process training, support with L1 onboarding
- Support key account partners on a daily basis
- Communicate proactively with the Technical Documentation team to improve customer-facing content and usability guides.
- Participate in testing and validation of new firmware releases to assess stability and potential field impact.
Requirements
- Embedded systems knowledge.
- Able to connect remotely to them and get the system locks
- Analytic vision
- Ticketing and reporting systems knowledge, Salesforce, Jira,...
- Incident Management
- Excellent interpersonal skills
- Good practice management for quality of service delivery
- Availability to travel based on business needs
- Experience dealing with clients
- Fluent Italian(native level) and good command of English (working proficiency).
- Is a plus additional languages
- Desired IT knowledge. Remote operations, Wifi, Bluetooth…
- ITIL certification will be assessed positively
Benefits
- Flexible working hours
- Hybrid work schedule and half Fridays
- First-class private health, dental, and life insurance after your first month at Wallbox
- Flexible compensation tickets valid for transportation, childcare, and restaurant/food delivery apps
- Car discounts & special advantages if you choose an EV!
- Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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