Risk and Audit Manager leading comprehensive audits to minimize risks and ensure compliance in Intel Foundry's supply chain and construction operations. Collaborates with stakeholders on effective remediation and process improvements.
About the role
- Technical Customer Support L2 supporting Level 1 agents with complex technical issues. Collaborating with teams to ensure efficient troubleshooting and improving service delivery for EV charging systems.
Responsibilities
- 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 Swedish (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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