Technical Support Agent

Job Description

Our client is seeking a Technical Support Agent to join the technical support team responsible for maintaining the reliability and performance of advanced charging services and digital solutions. These services are integrated directly into customer-facing digital platforms used by commercial vehicle operators.

The client aims to ensure high system availability and efficient problem resolution through a structured support model. The first line support team handles initial customer inquiries, while more complex technical issues are escalated to the 2nd line technical support function. In this role, you will be responsible for diagnosing and resolving technical issues related to charging services, backend systems, and digital platforms.

The successful candidate will work closely with internal support teams and technical specialists to ensure quick resolution of support cases and a seamless charging experience for customers.

Key Responsibilities

• Receive and manage support tickets submitted by end customers and service partners, addressing incidents, technical issues, and operational inquiries.
• Perform advanced troubleshooting and problem analysis using backend charging systems and diagnostic tools to identify the source of technical incidents.
• Resolve technical problems directly whenever possible or escalate complex issues to 3rd line support teams after identifying the root cause.
• Provide clear guidance and responses to complex “how-to” queries related to charging services and digital platforms.
• Contribute to Root Cause Analysis (RCA) activities to identify recurring issues and improve service reliability.
• Develop and maintain knowledge base documentation to support internal teams and improve support efficiency.
• Track and manage support cases to ensure timely resolution and proper documentation within support systems.

Typical Customer Support Scenarios

Customers may require support in areas such as:

• Activation of charging services and customer accounts
• User account management and access-related issues
• Token registration, activation, and deactivation
• Charging authentication and authorization at home, depot, or public charging stations
• Issues with remote start or stop of charging sessions via mobile applications
• Charging session failures at a charging point
• General inquiries regarding charging sessions and receipts
• Investigating discrepancies between charging session receipts and invoice data

These scenarios represent examples only, and additional support areas may arise as the charging service portfolio expands.

Required Experience

• Technical understanding and analytical skills to diagnose issues in IT-based charging platforms and systems.
• Experience managing technical support cases or troubleshooting system incidents.
• Ability to analyze system workflows and understand the interactions between multiple IT systems and processes.
• Strong customer service orientation with a solution-driven approach.
• Good organizational skills to manage and track support cases effectively.

Education

• University degree or equivalent knowledge in Electrical Engineering, Industrial Engineering, Computer Science, or a related technical field.

Required Skills

• Technical troubleshooting and incident handling
• Customer support case management
• Analytical problem-solving
• Knowledge base documentation
• Understanding of system workflows and digital services

Preferred / Advantageous Skills

• Experience with electromobility services, charging infrastructure, or energy systems
• Knowledge of eMSP platforms or charging management systems
• Familiarity with communication protocols and API-based integrations

Language Requirements

• Swedish: Proficient (spoken and written)
• English: Proficient (spoken and written)

Driving License

• Swedish driver’s license – preferred

Application Method: Interested candidates can apply by sending their profile to: hr@semiconservicenordic.com