Technical Support Engineer L2

Powering our sustainable future together

Mobility has given us freedom. Opportunity. Growth. It has defined our world. But it has come at a price. To create a sustainable future, we must transition away from fossil fuels; and embracing electric mobility is key to making this happen. That's why, over a decade ago, EVBox was founded to empower the EV revolution.

Today, that revolution is unstoppable. We’ve now entered the new era of mobility: one where electric vehicle has shifted from a niche technology to an agent of change in society. A disruptive force, no longer for the few, but for the many. It's time to take it mainstream.

In this new era, we must lay the foundations of an electric mobility network that's fit for mass electric vehicle adoption. That's why we are leading the charge with a complete ecosystem of solutions for forward-thinking businesses and drivers. To build a world where electric mobility is the new normal.

To get there, we need people from all walks of life who share our passion for creating a sustainable future. Join us to empower the global shift to electric mobility with our all-in-one EV charging solutions.

About the Team:
You will be part of the L2 Support team that is responsible for supporting questions raised by our Partners and installation Partners. This includes resolving complex issues, escalating the issues with proper documentation to our Level 3 teams and coordinating corrective and preventive action plans and taking care of the necessary organization.

About the role:
Your main responsibilities will include, but aren’t limited to:
Find the best solution for customer issues based on our knowledge base, decision trees and/or escalation to the right department (i.e. Technical Support, Finance, Spare Part team, Planning team, Service Partners)

Create and/ or follow up on work orders for field dispatch from our field service partners

Continuously improve our knowledge base and processes by documenting work instructions and / or answers to Frequently Asked Questions

Continuously and proactively provide input to our product/support knowledge team

Ensuring proper escalation of issues and follow up

Documenting and following up with technical incidents including providing feedback to the relevant teams internally

About you:
At least 3 /4 years' experience in customer support or in a role with direct customer interaction (preferably within a technology, energy or automotive company)

Excellent verbal and written communication skills in English (knowing other European languages is advantageous e.g. German, French and Dutch)

Able to showcase critical thinking and provide internal feedback to our departments to improve processes

Experience with or interest in the field of technology, mobility, clean tech is preferred

Good understanding of customer support (telephony, case management tools and processes)

Remotely perform analyses on the charging stations (analysis of downloaded logs or direct connection to the station),

Knowledge of embedded systems, firmware and M2M communication standards and platforms

Strong ability to translate findings into an organized set of steps and accountabilities

Strong attention to detail and commitment to quality

Strong ability to create, coordinate and track internal processes.

Type d'emploi : Temps plein, CDI
Statut : Cadre

Rémunération : à partir de 35 000,00€ par an

Avantages:

- Prise en charge du transport quotidien
- RTT
- Travail à domicile occasionnel

Horaires:

- Du lundi au vendredi
- Flextime
- Travail en journée

Lieu du poste : Télétravail hybride (33610 Canéjan)