What are the responsibilities and job description for the Remote Support - Level 2 position at Alpitronic?
Objective
The primary objective of the Remote Support is to serve as the initial point of contact for all general customer inquiries while ensuring the smooth operation and maintenance of alpitronic Hypercharger systems in the field. Acting as a key representative of the company, the Remote Support is responsible to uphold customer satisfaction and maintain strong relationships through effective, professional interactions. Remote Support Level 2 is responsible for monitoring customers' charging infrastructure, diagnosing and resolving complex technical issues escalated from Remote Support Level 1 team and is also responsible for escalating issues where expert knowledge is required, to the Remote Support Level 3 team or, when on-site intervention is required, to the On-Site Support team, ensuring that all customer support requests are managed within the defined SLAs.
Responsibilities
WHY ALPITRONIC
Together with our customers, we are driving the world towards sustainable mobility – with cutting-edge technology, we inspire with the most innovative and reliable solutions. With our roots in South Tyrol, we are market and innovation leaders and set the future charging infrastructure standards from our locations in Bolzano/Bozen, Bergamo, Bologna, Munich and Charlotte (USA).
WHAT MAKES WORKING FOR US SPECIAL
We are excited to meet individuals who are enthusiastic about making things happen, take personal responsibility and appreciate seeing the direct results of their work in the final product. We are a fast-growing company and offer our top teams a diverse and challenging range of tasks in a respectful corporate culture. Your contributions matter, are appreciated and have a significant impact! Join us and be part of our team!
The primary objective of the Remote Support is to serve as the initial point of contact for all general customer inquiries while ensuring the smooth operation and maintenance of alpitronic Hypercharger systems in the field. Acting as a key representative of the company, the Remote Support is responsible to uphold customer satisfaction and maintain strong relationships through effective, professional interactions. Remote Support Level 2 is responsible for monitoring customers' charging infrastructure, diagnosing and resolving complex technical issues escalated from Remote Support Level 1 team and is also responsible for escalating issues where expert knowledge is required, to the Remote Support Level 3 team or, when on-site intervention is required, to the On-Site Support team, ensuring that all customer support requests are managed within the defined SLAs.
Responsibilities
- Remote Service Provision: Deliver high-quality responses to all customer inquiries and manage tickets related to the hypercharger product line, ensuring timely and accurate support.
- Service Level Agreement (SLA) Compliance: Ensure adherence to both internal and customer SLAs, confirming that all support activities meet internal requirements and contractual obligations.
- Monitoring and Anomaly Detection: Continuously monitor charging infrastructure in the field to identify operational anomalies and resolve these issues remotely whenever possible.
- Problem Resolution and Escalation: Analyze, diagnose, and resolve technical issues related to charging stations in the field. For complex issues that cannot be resolved within internal SLAs, escalate them to the Remote Support Level 3 team and for those that cannot be addressed remotely, forward them to the On-Site Support team, providing structured fault information in both cases.
- On-Site Support Assistance: Support the On-Site Support teams during interventions when needed.
- Software Development for Service Improvement: Contribute to the development and enhancement of internally developed software components aimed at improving service delivery and efficiency.
- Bachelor’s degree in computer science, electrical engineering, or related field.
- Basic knowledge of Linux system administration and excellent proficiency of MS Office.
- Additional IT skills such as ITIL, Full-Stack development, or DevOps experience are a plus.
- Basic technical knowledge of electrical systems or experience with DC fast charging stations and their components is required.
- Previous professional experience in technical customer support is an added advantage.
- Willingness to work in shifts and participate in on-call duty.
- Analytical Thinking: Ability to assess and interpret customer requests and complex data effectively.
- Problem-Solving Skills: Effective in systematically analyzing problems and resolving known issues.
- Customer-Centric Mindset: Focused on meeting client needs and ensuring satisfaction.
- Communication Skills: Excellent ability to exchange information clearly and concisely.
- Time and Resource Management: Proficiency in managing time and resources to ensure timely responses without compromising service quality.
- Safety Awareness: Heightened awareness to prioritize and maintain secure working environments, especially for field service technicians.
WHY ALPITRONIC
Together with our customers, we are driving the world towards sustainable mobility – with cutting-edge technology, we inspire with the most innovative and reliable solutions. With our roots in South Tyrol, we are market and innovation leaders and set the future charging infrastructure standards from our locations in Bolzano/Bozen, Bergamo, Bologna, Munich and Charlotte (USA).
WHAT MAKES WORKING FOR US SPECIAL
We are excited to meet individuals who are enthusiastic about making things happen, take personal responsibility and appreciate seeing the direct results of their work in the final product. We are a fast-growing company and offer our top teams a diverse and challenging range of tasks in a respectful corporate culture. Your contributions matter, are appreciated and have a significant impact! Join us and be part of our team!
