Customer Support Representative (Multilingual)

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EVBox

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Amsterdam, Netherlands

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30+ days ago

We're looking for a Technical Support Specialist (software/hardware) to join our Technical Customer Support Team in Amsterdam. To be successful in this role you should be passionate about Technical Support and handling complex customer hardware, software and finance queries from point of entry to resolution. You need to be able to reliably deliver and support a wide range of customer queries adhering to our SLA agreements and KPIs. Expectations are for continuous learning, optimization and improvement to ensure high quality customer service.

Want to help create a sustainable future of transportation that's better for everyone? If yes, then take a look at what your role with us will entail.

About EVBox
We empower forward-thinking businesses to build a sustainable future by providing flexible and scalable electric vehicle charging solutions.

You'll be contributing to the way our innovative charging solutions are designed, built, and maintained. At every stage, our solutions need to be in peak condition to make electric mobility easy and affordable for businesses and drivers around the world.

A bit about the team:
As a Technical Support Specialist based in our Amsterdam office you will be part of the Customer Support Team that is responsible for guiding our platform users through all features and functionalities, support them with their charge card and station lifecycle management as well as help them with the reimbursement set-up on the platform and other finance related questions.

"I chose to work for EVBox to provide my expertise in an innovative and growing market–for very technical products requiring an irreproachable quality. By contributing towards a zero-emission future, we're helping to save the planet and this is important to me. I am proud to be an EVBoxer and we share an exceptional team spirit." — Helder, Production Manager

For more information, check out our YouTube video "Kristof Vereenooghe, CEO of EVBox Group, reflects on 2020 and discusses the journey ahead"

Your main responsibilities will include, but aren't limited to:

Handle customer requests, questions and complaints via email and/or phone

Find the best solution for customer issues based on our knowledge base, decision trees and/or escalation to the right person

Analysis of problems using to the different tools available to you

Liaise and escalate internally with several departments, such as Technical Support and partner support to make sure the customer receives the best service possible

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

Retrieve and signal information from the customer that is not immediately available in existing sources in order to be able to act in line with the customer's needs and wishes

Attempt to make independent decisions in accordance with company policies and procedures when necessary

Use appropriate channels to alert the organization to potential issues and resolutions

Actively log all your customer facing activities in our CRM system (Salesforce) and knowledge base.

You'll be leaving your mark in this important field for a sustainable future.

What you'll bring to the team

Technical Skills/ Hard Skills

High school diploma/HBO-level/Associate degree in a business-related field preferred

Previous experience supporting hardware/software products

Experience in customer support or in a role with direct customer interaction. Preferably a role in Tech/ IOT industry

Knowledge of ERP systems (SAP preferred)Broad knowledge of customer support concepts and principles as well as knowledge of and experience with (advising on / explaining of) organization's

Excellent verbal and written communication skills in English and Dutch + another European language eg French, German, Danish, Swedish or Norwegian is highly desirable.

We want you to demonstrate

Proven track record in troubleshooting/problem analysis

Able to showcase critical thinking and provide feedback on the efficiency of the customer support processes through the appropriate channels when blockers are encountered

Ability to multitask, prioritize and keep overview when there are multiple customer requests

Excellent verbal and written communication skills; ability to remain professional and courteous with customers at all times

You characterize yourself as disciplined and structured. You have an eye for detail and you feel it's your responsibility to notice the details.

Additional benefits we bring to the table

Holiday Swap (2 days)

Access to learning platforms and personal development budget

Volunteer Day

Work from anywhere for 2 weeks

Work from home (even post-corona) + budget to set up your home office

Still need convincing? Find out even more about us by visiting blog.evbox.com and by checking us out on LinkedIn , YouTube , Instagram , Facebook , and Twitter .

What it's like to work at our Amsterdam location

We work together to power our sustainable future. Here's what drives us:

Our friendly, entrepreneurial, and collaborative work environment

Working to help grow one of the key regions in Europe with your work

Bringing new ideas that are always highly appreciated

Interacting in an environment with colleagues from all over the world

Working in a brand new office in Amsterdam West that meets all your needs (when not working from home)

Due to legal requirements you must have a valid work permit.

EVBox is an Equal Opportunity Employer. We guide ourselves using three values: being passionate, being reliable, and being human. EVBox celebrates diversity and is committed to providing an environment of mutual respect where all employment decisions are based on qualifications, merit, and business need.

Ready to power our sustainable future? Hit apply.