Customer Support Representative

As Customer Support Representative 2nd line, you are a key part of Powerdale's customer relationship management and based in our headquarters in Rhode-Saint-Genèse.

You will be responsible for delivering service and technical support linked to our charging devices infrastructure by tracking inbound communication from a variety of sources (telephone/ERP system). You will ensure the proper follow up of assigned partners and specific cases, and handle complaints. As a fixed point of contact towards our customers, you will strive for optimal service and high customer satisfaction. The customer service representative is part of the customer service team and reports to the Customer Support Manager. The Customer Support Team is part of the Sales and Marketing Team.

Role and Responsibilities:

  • Central point of contact for (inbound) customers: SPOC (= single point of contact) that handles all customer questions and complaints via the different communication channels (ERP, e-mail, telephone, etc.)

  • Provides technical information and advice on different products, services, and solutions

  • Comprehend customer requirements and make appropriate recommendations

  • As a contact person with a thorough technical knowledge of the products and services, he/she works on a long-term relationship with assigned partners, aiming at an increased satisfaction

  • Provides feedback on customer questions to enrich the knowledge base (write articles where appropriate), shares best practices with colleagues

  • Documents, updates product FAQ and procedures for communication to partners

  • Reports issues to Product Management

  • Able to move in a fast-paced environment

  • Cooperates with technical team and share information across the organization to solve technical issues

  • Build positive relationships with customers

What do we expect from you?

  • Technical Degree in electricity and/or electronic (ideally you are electrician and you do not wish to work in the field anymore)

  • Familiarity with electro-mobility environment, smartphone application is a plus

  • Ability to troubleshoot

  • Ability to work with flexibility and to adapt to changing work schedules

  • Writing skills to answer customer requests

  • IT knowledge: Microsoft office, a plus with JIRA and Odoo

Wanted experience

three to five years of experience

What do we offer you?

You will receive a full time contract with a salary package that matches your experience + extra-legal benefits.

 As a growth company in a new industry, we give you the opportunity to develop yourself.

You will find yourself in an informal and innovative environment where initiative is welcomed with open arms! It will by no means be boring.

 Are you ready to work in this growing organization? Apply now below.

Apply now