Smappee
Energy
TechnicalSupportSpecialist-EV&EnergySolutions
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Specialist - EV & Energy Solutions at Smappee. Skills: Technical support, Customer service. Provide 2nd line support. Help find solutions”
Industry & Context.
Troubleshooting; Debugging; Root cause analysis
What They're Looking For.
Must Have
Degree in electrical engineering or electromechanics, Experience in technical support role, Affinity with electronic installations or IT/networks, Handle time pressure, Set priorities, Excellent communication skills in Dutch or French and English
Nice to Have
Experience in 2nd line support
What You'll Do.
Provide 2nd line support
Support installers and partners
Answer technical questions
Guide customers in solving problems
Advise and support customers
Interpret and analyse communication protocols
Identify root cause of technical issues
Manage and follow up on RMA processes
Train and coach internal colleagues
Collect and analyse customer feedback
Identify and address recurring issues
Enable product improvements
Contribute to technical documentation
How You'll Work.
Team & Collaboration
Work with R&D; Work with Sales
Communication Scope
Technical questions; Customer feedback
Full Job Description
Smappee stands for Smart Appliance for Energy Efficiency. At the core of everything we do, we aim to facilitate energy efficiency in an innovative, easy, and fun way. Our cutting-edge technology empowers businesses and individuals to take control of their energy consumption, reduce costs, and contribute to a sustainable future. We're on a mission to make energy management smarter, more efficient, and environmentally friendly. Our offering focuses on energy management solutions and electric vehicle charging. With a global reach and a dynamic, rapidly expanding team, we're driving innovation and sustainability to power a brighter future. To strengthen our Customer Support team, we are looking for a Technical Service Desk Specialist. In this role, you will provide technical support to our B2B customers, consisting of certified installers and partners. You will become an essential point of contact within our organisation, working closely with various departments to take our products and services to the next level. **What can you expect?** * You will provide 2nd line support to installers and partners via a ticketing system, by telephone and by e-mail. * When Smappee installers encounter problems during the installation or configuration of our products, you will actively help to find solutions through hands-on troubleshooting and debugging. * You will support our installers and partners by answering technical questions and guiding them in solving problems experienced by their end customers. * You will get to know our hardware and software products thoroughly so that you can confidently advise and support our customers. * You will interpret and analyse communication protocols (e.g. Modbus, MQTT, OCPP, etc.) to identify the root cause of technical issues. * You will manage and follow up on RMA processes, ensuring smooth handling of returned products and close communication with relevant teams. * You will train and coach internal colleagues to strengthen their technical kno
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