Customer Support Coordinator

at  GreenFlux

THE COMPANY

Smart Electric Vehicle Charging Solutions. That’s the business we are in!
GreenFlux offers a cloud-based charge point management SaaS solution. This software platform connects Charge Point Operators (CPOs) and e-Mobility Service Providers or eMSPs – offering charging services to EV (Electric Vehicle) drivers and enables them to successfully launch their businesses. With its offering, GreenFlux plays a pivotal role in facilitating the uptake of electric mobility and the renewable energy revolution. To keep up with the rapid market and business expansion and to support the company’s dynamic growth, we are looking for new ambitious colleagues.
GreenFlux is part of DKV Mobility Group, a major European Mobility company, and we play a leading role in the transition towards sustainable mobility for our ‘own’ customers and those of the Group.

THE JOB

We are looking for a Customer Support Coordinator, who will ensure our customers receive service above their expectations. You will be part of our dynamic Operations team and fully responsible for delivering first line support of the GreenFlux cloud-based platform. In this role, you will act as an expert on our systems, products, and infrastructure in order to answer customer questions quickly and effectively. You collect feedback on bugs and improvements from customers and provide this feedback to our product- and development teams in a structured way. You know when to assign a ticket to second line support and align continuously with Sales and Project Management to keep track of all customer contact moments and follow up where needed.

• Deliver first line support to the GreenFlux cloud-based platform
• Conduct actions requested by customer that the Greenflux Portal doesn’t natively support
• Respond to customer inquiries, assist in troubleshooting on resolving challenges
• Diagnose and troubleshoot technical issues raised by Customer or Greenflux teams
• Ensure all issues are properly logged, prioritized following internal matrix and escalations are addressed to the correct group.
• Initiate technical call to customer to clarify the issue raised if unclear via ticketing system
• Coordinate the escalation process from communicating to second line team to explain investigations and workaround to the customer

You have

• Bachelor- or master’s degree;
• Professional fluency in English, Dutch is optional;
• Experience with SQL queries and Kibana is a plus;
• Affinity with the Electric Vehicle or the energy sector;
• A sustainable mindset!

• Deliver first line support to the GreenFlux cloud-based platform
• Conduct actions requested by customer that the Greenflux Portal doesn’t natively support
• Respond to customer inquiries, assist in troubleshooting on resolving challenges
• Diagnose and troubleshoot technical issues raised by Customer or Greenflux teams
• Ensure all issues are properly logged, prioritized following internal matrix and escalations are addressed to the correct group.
• Initiate technical call to customer to clarify the issue raised if unclear via ticketing system
• Coordinate the escalation process from communicating to second line team to explain investigations and workaround to the custome