Technical Support Engineer FRENCH Speaker

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! Please not that this role can be located in Paris or Bordeaux

Powering our sustainable future, together

We live in an era where electric mobility is "the new normal." Whereas over the past decade, electric vehicles were only for the few, today they are for everyone. Welcome to the electric era. Enter EVBox.

Founded in 2010, EVBox empowers forward-thinking businesses to build a sustainable future by providing flexible and scalable electric vehicle charging solutions. With its offering of residential, commercial, and fast charging stations, as well as scalable charging management software, EVBox ensures that electric mobility is accessible to everyone.

We believe in a future where daily transportation is emission-free and sustained by smart charging infrastructure. That's why we've made it our goal to accelerate the adoption of electric mobility by bringing the most accessible and scalable charging solutions to the world. However, the transition from gas to electric cars will change a great deal of what we know about transportation.

The growth and success of EVBox is driven by the passion and dedication of everyone in the company. Today, EVBox has grown into an international team across multiple offices in Europe and the United States, with hundreds of driven professionals from different walks of life working for us.

About the Team:

We're looking for a Remote Support Engineer to join our Support team. To be successful in this role you should be passionate about providing a high level of technical support for Charging Stations across a wide array of complex issues within our AC & DC product line. Among others your core responsibilities will be to reliably deliver and ensure proper support and development of technical competencies of our partners, providing the right level of visibility on support issues and resolution time.

You will be part of the Second Line Support team that is responsible for supporting questions raised by our supplier and installation partners, resolving more complex issues, escalating the issues with proper documentation to our L3 teams and coordinating corrective and preventive action plans with the L3 Engineering team.

About the role:

Your main responsibilities will include:

  • Track concerns and tasks and follow up on tickets in the available incident management system (Salesforce)
  • Resolve customer / partner's issues on charging hardware operations and installations
  • Resolve customer / partner's issues on our software systems
  • Performing root cause analysis on new issues faced
  • Perform deep analyses of technical inquiries and provide feedback on hardware and firmware development
  • Consult and instruct customers / partners for remote troubleshooting by responding via ticket system or phone
  • Document and follow-up with technical incidents including providing feedback to the relevant teams internally (i.e. Quality, Supply Chain, L3 Support, Project Management)
  • Develop a deep technical understanding of the product and its lifecycle

About you

Education requirements

  • Bachelor's degree (or similar local equivalent) in a technical field (electrical engineering, electronics, mechanical engineering) or comparable work experience

Experience requirements

  • At least 4 to10 years of work experience in (technical) support roles (ideally within technology / energy / electrical / automotive companies)
  • Some experience working with connected hardware, especially charging stations would be a plus
  • Any experience with cloud connected embedded systems, or programming / scripting languages (i.e. embedded C, JSON, XML) is advantageous (but not mandatory)

Skills required

  • Fluency in English AND FRENCH
  • The role can be located in Paris or Bordeaux
  • Good understanding of customer support / call centre operations (telephony, case management tools and processes)
  • Some previous experience with ticketing systems is advantageous (i.e. Salesforce)
  • Analytical and problem-solving skills
  • Strong attention to detail and commitment to quality
  • Strong customer-centric mindset, willingness to help others
  • Communication skills including the ability to listen and show empathy to the customer
  • Ability to influence and empathize with remote teams
  • Excellent verbal, writing and typing skills
  • Dynamic teamplayer able to switch between teams and customers
  • Confident with their own abilities

What to Expect from Us

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. Furthermore, our benefits offering includes health & wellbeing, insurance benefits, retirement programs, as well as service awards – not to mention various social and recreational activities, some of which are location specific. We are also constantly improving our benefits offering to meet the needs of our workforce. Globally, we offer the following benefits as standard:

  • WFH allowance for the days you work from home
  • WFH budget to set up a home office
  • Annual Personal Development budget to be spent on external courses/trainings
  • Quarterly team building budget available
  • Leadership coaching & training
  • Employee Assistance Program, where you can reach out anonymously to professionals who can help you with personal and/or work-related problems
  • Online training courses offered (currently through Coursera)
  • Support for mental health & wellbeing
  • Referral program
  • Volunteering day time off
  • Company gatherings & Social committee

At EVBox, we are committed to a non-discriminatory approach, providing equal opportunity for employment and advancement in all our teams and programs. We believe in an equitable, diverse, and inclusive workplace where all staff, no matter their gender, race, ethnicity, national origin, age, sexual orientation or identity, education or disability, feel valued and respected. We respect, value diverse life experiences and heritages and ensure that all voices are valued and heard.

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.