Technical Support Associate providing advanced technical support for clients at Fiserv. Resolving complex issues while collaborating with internal teams on finance technology systems.
About the role
- Technical Support Specialist for B2B customers in energy solutions. Providing 2nd line support and troubleshooting for installers and partners in the energy sector.
Responsibilities
- You will provide 2nd line support to installers and partners via a ticketing system, by telephone and by e-mail.
- When Smappee installers encounter problems during the installation or configuration of our products, you will actively help to find solutions through hands-on troubleshooting and debugging.
- You will support our installers and partners by answering technical questions and guiding them in solving problems experienced by their end customers.
- You will get to know our hardware and software products thoroughly so that you can confidently advise and support our customers.
- You will interpret and analyse communication protocols (e.g. Modbus, MQTT, OCPP, etc.) to identify the root cause of technical issues.
- You will manage and follow up on RMA processes, ensuring smooth handling of returned products and close communication with relevant teams.
- You will train and coach internal colleagues to strengthen their technical knowledge and ensure consistent service quality.
- You will collect and analyse customer feedback to identify and address recurring issues.
- You will work closely with the R&D and Sales departments to enable product improvements and contribute to technical documentation.
Requirements
- You have a degree/bachelor's degree in electrical engineering, electromechanics or equivalent through experience.
- Experience in a technical support role (preferably 2nd line) is a big plus.
- You have an affinity with electronic installations or possibly IT, networks, and can diagnose problems quickly.
- You can handle time pressure well and set the right priorities when handling tickets.
- You enjoy working in a team and with customers and are a real problem solver.
- You have excellent communication skills in Dutch or French and English.
- You have a “green” heart and believe in renewable energy.
Benefits
- At Smappee we believe in a modern and dynamic work environment where you can be yourself and truly inspire people to contribute to a better planet. What can you expect exactly?
- An inspiring office environment at cleantech hub Snowball: a place where companies with a heart for sustainable innovation can get inspired and grow
- A place where you can focus on a good work-life balance with flexible working hours and a home office day
- Personal growth with multiple career and personal development opportunities in an organization that is constantly evolving
- A chance to participate in team activities, companywide events and monthly drinks with your colleagues at the HQ
- Remuneration according to experience, completed with extra-legal benefits such as meal vouchers, eco vouchers, health insurance, group insurance, holidays supplemented with ADV days, profit participation and optional bicycle leasing
- An ideal location along the E17, spacious parking, electric car chargers and bicycle storage
- A job where you can truly contribute to a better planet
Job title
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