First Line Support Technician

at  Heliox Energy

YOUR ROLE

As a First Line Support Technician, you’ll be our front line, resolving customer issues swiftly and effectively. You’ll quickly get to the core of the issue, analyze it, document it, and solve it, all while keeping the customer and colleagues informed of progress. With your knowledge of chargers and technology, you provide effective support. Your enormous positive drive and solution-oriented mindset mean you are always thinking one step ahead.

WHAT YOU’LL DO

• Provide first-line technical support via email and phone, this is not related to an IT service desk.
• Troubleshoot and resolve hardware and software issues related to our fast chargers, ensuring clear and ongoing communication with customers and colleagues.
• Escalate complex problems to second or fourth-line support when needed.
• Document all support activities and interactions comprehensively.
• Monitor and manage support tickets for timely resolution.