Companies › Qwello Eu › Technical Customer Support Specialist (German/French)

About the role

Qwello Eu · Remote

Our mission at Qwello is to revolutionize the charging industry, we are committed to turn the world from combustion to electric. We design, build and operate charging infrastructure for the public space. We excel in simplicity, user focus and engineering excellence. We value diversity of thought, background and approaches and foster a culture of belonging. We understand that the best products are built by excellent teams, not individual superstars. Be part of shaping the E-mobility of the future!

Therefore, to strengthen our team, we are looking for a highly motivated Technical Customer Support Specialist to join our support team full-time and remotely from throughout Germany at the earliest possible date. 

Become part of our international team and help shape the future of e-mobility! ⚡

As a Technical Customer Support Specialist at Qwello, you are responsible for ensuring that our customers feel looked after 24/7. You live our core value "Customer First" and are the primary point of contact for customer inquiries of all kinds. In this role, you will investigate and resolve customer-reported technical issues by analyzing charging session data, reviewing logs, identifying root causes, and collaborating with internal teams when needed. You do not need to be an engineer, but you should enjoy problem-solving, investigating issues, and learning how technical systems work. You will make sure that we constantly improve our product and our support processes with the help of customer feedback.

Your Responsibilities 🚀

  • Investigate & Resolve Technical Issues: You will analyze charging session data, review system logs, and identify the root causes of customer-reported issues to provide accurate solutions
  • Be There for Our Customers: You always have an open ear for our customers on the phone and support them at any time, whether they have an inquiry about our charging stations or about our mobile app
  • Take Care of Written Inquiries: In addition to telephone inquiries, you handle written inquiries. You will also look for new solutions independently and work closely with the entire customer care team and other stakeholders at Qwello
  • Optimize and Set Up Internal Processes: During contact with our customers, you learn best what is important to them and recognise recurring problems. You are encouraged to come up with process improvement solutions
  • Inspire Our Customers and Colleagues: With your friendly and service-oriented manner, you also manage to inspire customers for our product and you are a friendly addition to our team

    • Your Profile ✨

  • Proven customer support experience or experience as a customer care representative
  • Customer orientation and ability to adapt/respond to different types of characters
  • Strong analytical thinking with the ability to investigate technical issues by analyzing data, reviewing logs, and identifying root causes
  • Proven problem-solving and investigative abilities
  • Strong de-escalation skills and the ability to remain calm under pressure
  • Empathy and patience when assisting customers who struggle with automated or technical processes
  • Excellent verbal and written communication to ensure every customer feels heard and supported
  • Native German speaking with fluency in French, any additional language knowledge is a plus
  • Availability for on-call duty on weekends and public holidays
  • Experience with customer service platforms and tools would be a plus
  • A make-it-happen attitude, helping the team to deliver on changing the world from combustion to electric
  • Ability to self-organise in an environment of changing priorities; willingness to work on multiple tasks/content switching

    • Your Benefits 🪴

  • Flat hierarchies with efficient decision-making processes without red tape
  • The opportunity to play a key role in shaping the mobility revolution
  • Be part of an international and dynamic team of more than 20  nationalities
  • Enjoy a remote-friendly environment with  flexible options, you choose whether to work entirely from home, in one of our offices or a mix that suits you and you have the possibility of workation within the EU, plus 30 vacation days
  • Regular company and team events outside of the office to disconnect from our computers and reconnect with colleagues on hikes, mountain e-bike tours, off-sites and more
  • Personal and professional development through in-house lunch & learn sessions, collaborative discussions, as well as externally provided training, courses and conferences
    • Equal Opportunities:
    We strive to eliminate discrimination,  remove barriers, and ensure equal opportunity through a transparent recruitment process. We are fully committed to fostering an inclusive and respectful work environment where everyone can succeed.  At Qwello, everyone is welcome regardless of cultural background, creed, race, sexual orientation, color, or gender expression.
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