Support Engineer (DC) Nordic

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Copenhagen, Denmark

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24 days ago

We're looking for a remote Support Engineer to join our Nordic team across Denmark, Sweden and Norway. Want to help create a sustainable future of transportation that's better for everyone? Are you customer-focused and have an interest in electronics? If so, keep reading!

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 and role:

Overview: If you join us in this role you will provide a high level of technical support across a wide array of complex issues for our DC product line. Don't worry - we'll give you all the training and support you need. The position will include reliably delivering and ensuring proper support and development of technical competencies of our partners, providing the right level of visibility on support issues and resolution time. We have complex products, but they don't have to be hard to use.

As a Technical Support Engineer you are based remotely from home and are part of the Second Line Support team 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 organisation.

A day in the life..

Your day will start off with a daily team stand up. This is a good opportunity to update your workload and share information with the team. You will follow up on previous open tickets and any updates or resolutions. Then you hit the ticketing queue (Salesforce). You will follow up on hot and cold loops, document work streams and provide feedback on current issues. The team shares information across an online knowledge resource and communicates through Slack, which is a great tool for communicating with team members that sit across Europe. After the workday is over you can sign off and not think about us, or enjoy a cold one or two with your colleagues.

"I am part of a very reliable team - I know that whenever I need help, someone will always be there to support me and I am trying to do my best to make my colleagues feel the same way." – anonymous review in the yearly survey

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

  • Support customer requests, questions and complaints via email and actively logging all your customer facing activities in our CRM system (Salesforce)
  • 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
  • Review or make changes to customer account records when relevant
  • 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

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

The experience our team would benefit from:

  • Obtained a High School Diploma
  • If you have a degree in a technical environment, that will help. But if you just have a strong interest in electronics and a technical mindset .. you like taking things apart and putting them back together again, or electronics is more of a hobby ... that's good experience too.
  • At least 2 year's 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 and at least one of Danish, Swedish or Norwegian
  • Experience of living in a Nordic country - local culture is important to our customers, and to us.
  • 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

Skills and Behaviours We Value:

  • We're still growing and learning as a business, so we like people who can help us improve with ideas and suggestions
  • Experience with or interest in the field of technology, mobility, clean-tech is preferred
  • Ability to multitask, prioritise and keep overview when there are multiple customer requests
  • Able to remain professional and courteous with customers at all times
  • You like to notice details and have a commitment to quality

We're not looking for you to tick all the boxes we listed above. What matters most is that we share the same values, passion and work ethic. Don't let the imposter syndrome get in the way of a great career move and apply—we'd love to hear from you.

At EVBox, we believe that when people feel valued and rewarded their potential is unlimited. We offer competitive salaries and review remuneration packages regularly to ensure that our pay always positively reflects performance. We promote within, offering learning and development opportunities, and we also provide the following benefits:

  • 25 holiday days
  • Private pension contribution
  • Discount on medical insurance

That's not all. We understand that everyone is different, our benefits package is currently under review, but currently we offer a range of voluntary benefits aimed to suit every lifestyle:

  • Holiday swap (2 days);
  • Work from home and a budget to set up your home office
  • Work from anywhere for 2 weeks
  • Commuting allowance
  • Personal development budget.

Are you passionate about the EV industry? Do you have an interest in renewable resources, new sustainable technologies, and clean future-proof products? Our growth and success are driven by the passion and dedication of everyone here at EVBox.

Across our 13 locations, more than 700 EVBoxers work together to provide electric vehicle charging solutions that help businesses move forward. Are you ready to join them? Hit apply. Want us to know why you're interested - a short cover letter always helps!

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.

EVBox will retain your personal data collected through the application process for 1 year after the position is filled in case of rejection. You can request your data to be deleted at any time. Please read here how EVBox processes your personal data.