Technical Service Desk Specialist

Job Description

Smappee stands for Smart Appliance for Energy Efficiency. At the core of everything we do, we aim to facilitate energy efficiency in an innovative, easy, and fun way. Our cutting-edge technology empowers businesses and individuals to take control of their energy consumption, reduce costs, and contribute to a sustainable future. We're on a mission to make energy management smarter, more efficient, and environmentally friendly. Our offering focuses on energy management solutions and electric vehicle charging. With a global reach and a dynamic, rapidly expanding team, we're driving innovation and sustainability to power a brighter future.

To strengthen our Customer Support team, we are looking for a Technical Service Desk Specialist. In this role, you will provide technical support to our B2B customers, consisting of certified installers and partners. You will become an essential point of contact within our organisation, working closely with various departments to take our products and services to the next level.

What can you expect?

• 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