Technical Support Specialist

at  Virta

Do you think that climate change can be solved with energy efficiency, renewables, and by electrifying all parts of our society? Do you want to contribute towards solving the climate crisis? If yes, this might be the opportunity for you!
We are looking for a Technical Support Specialist to help our customers with technical problems when using our EV charging products and services. Technical Support Specialist is an important interface to customer charging experience and can help to improve overall quality, processes, and tools within a fast-growing EV charging business.
You will be working closely with our B2B and B2C customers, product and sales teams, technical specialists resolving customer inquiries. You might have already experience from customer support roles, working in finance or technical field, or are just in the beginning of your career looking for the next step in one of the fastest growing industries.
Location: Romania

Key responsibilities:

• Respond to customer enquiries in a timely and accurate way, mainly via Zendesk, Jira, Confluence, Slack, telephone, email and also other channels when needed.
• Coordinate second level troubleshooting by collecting sufficient information, analyzing root causes and suggesting corrective actions.
• Document and update relevant information about technical issues and useful discussions with customers for training purposes.
• Escalate onward or terminate issues that cannot be solved with relevant data
• Share new feature requests and effective workarounds with relevant team members.
• Follow up with customers to ensure their technical and/or payment issues are resolved.
• Participate in customer meetings to share customer feedback, highlight key issues and evaluate action plans.
• Coordinate product returns and repairs in cooperation with our logistics team and service providers.
• Communicate with colleagues over Teams, in person and in writing.

Key requirements:

• Bachelor’s degree in Business Admin, IT, Supply Chain Management, or related field (beneficial)
• Proficiency in SQL queries for database issue analysis; ITIL knowledge is a plus
• Familiarity with PC systems and CRM/ERP solutions (e.g., Zendesk)
• Strong interpersonal and communication skills
• Detail-oriented and systematic approach
• Ability to work in dynamic, fast-paced environments (online and face-to-face)
• Desire for growth and proactive mindset
• Excellent written and verbal English, any other European language a plus

What We Offer
This role is a great opportunity to enter an international growth company and build your expertise with a diverse group of individuals from over 30 countries. We offer flexible working hours and generally work in a hybrid mode depending on the needs of the business and our customers. At Virta we want you to succeed and support your development with online Virta Academy. We offer smooth and comprehensive onboarding to support your professional growth.
Join us!
Interested? Please apply by sending your CV & cover letter. For more information, please contact us by email: career@virta.global

WHO WE ARE?

We are very proud of the culture we’ve created together at Virta, and we would love for you to experience it as well. Here, you can get a sneak peek into what makes Virta’s culture so special. Please, check our culture handbook here.

Facts & Figures about Virta

• Virta is Europe’s fastest growing electric vehicle charging platform
• One of the leading global EV charging platforms and charging networks in Europe
• Virta is among the rare 65 companies that made the FT 1000 list four consecutive times.
• 30+ countries with charging networks on the Virta platform
• Headquarters: Helsinki, Finland
• Offices: Berlin, Stockholm, Paris, London, Singapore, Bucharest
• 200+ employees
• 500 000+ charging points in the roaming network

• Respond to customer enquiries in a timely and accurate way, mainly via Zendesk, Jira, Confluence, Slack, telephone, email and also other channels when needed.
• Coordinate second level troubleshooting by collecting sufficient information, analyzing root causes and suggesting corrective actions.
• Document and update relevant information about technical issues and useful discussions with customers for training purposes.
• Escalate onward or terminate issues that cannot be solved with relevant data
• Share new feature requests and effective workarounds with relevant team members.
• Follow up with customers to ensure their technical and/or payment issues are resolved.
• Participate in customer meetings to share customer feedback, highlight key issues and evaluate action plans.
• Coordinate product returns and repairs in cooperation with our logistics team and service providers.
• Communicate with colleagues over Teams, in person and in writing