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Technical Support Specialist

  • Amsterdam, Noord-Holland, Netherlands
CS Operations

Job description

About Road

Road is a fast-growing software company active in the dynamic electric driving (EV) market. We deliver the critical infrastructure that the EV charging ecosystem is built on. We do this through a purpose-built software platform supported by our unique expertise and world-class customer service. Road currently serves 20% of the Dutch market and we have firmly set our sights on repeating this success internationally. We exist at the intersection of cleantech and fintech and our mission is to make EV charging effortless for everyone.

We are looking for a Technical Support Specialist with native Dutch to achieve this.

About the role

At Road, we have over 100,000 users on our platform, and with that, comes a volume of incoming queries. As our Technical Support Specialist, you will play a crucial role in providing technical support to customers/partners, assisting them with product implementation, troubleshooting technical issues, and ensuring a positive customer experience. This role involves a combination of technical expertise, customer communication, and problem-solving skills.

Your responsibilities include:

  • Provide timely and effective technical support to customers or partners via various channels, including phone, email, chat, and remote assistance;

  • Assist customers with product installation, configuration, and troubleshooting;

  • Diagnose and resolve complex technical issues by analyzing logs, identifying bugs, and collaborating with development teams when necessary;

  • Escalate issues to higher levels of support or development as required;

  • Communicate technical information in a clear and understandable manner to customers with varying levels of technical expertise;

  • Set realistic expectations regarding issue resolution timelines;

  • Develop and maintain a deep understanding of the company's products, features, and integrations;

  • Stay informed about product updates and new releases;

  • Create and update technical documentation, knowledge base articles, and FAQs to aid customers in troubleshooting common issues;

  • Provide training to customers on the proper use of products and features;

  • Collaborate with product development teams via Team Lead to convey customer feedback, report bugs, and contribute to product improvement;

  • Implement and follow quality assurance processes to ensure high standards of technical support;

  • Participate in regular reviews and audits of customer interactions;

  • Stay updated on industry trends, emerging technologies, and product enhancements;

  • Attend training sessions and workshops to enhance technical skills.

Job requirements

What do we value in our candidates:

  • Native-speaking Dutch is a must;

  • English at a sufficient level (spoken and written) to communicate with customers and colleagues;

  • Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology) or equivalent work experience;

  • Previous experience in a technical support role, preferably with a focus on customer interaction;

  • Strong technical skills and knowledge relevant to the products or services provided;

  • Proficiency in troubleshooting software, hardware, and networking issues;

  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users;

  • Strong problem-solving skills and the ability to think analytically to resolve technical issues;

  • A customer-centric mindset with a commitment to delivering exceptional customer support;

  • Ability to collaborate effectively with cross-functional teams, including developers, product managers, and other support engineers;

  • Ability to adapt to changing customer needs and evolving product features;

  • Strong documentation skills to create clear and concise technical documentation.

What do we offer in addition to your salary

  • Join our mission-driven organization, leading innovation in a dynamic international and ambitious environment. Take ownership, leverage your expertise, and make a meaningful impact while advancing your career

  • 8% Pension allowance paid monthly with the freedom to invest at your discretion

  • This role is entitled to the company's SAR program: you get a claim right linked to the value development of Road because success is best when shared!

  • We believe you have to recharge too! This is why you are entitled to our ‘fair use holiday policy’

  • Travel allowance, Travel reimbursement, or an electric bicycle

  • All the technology and business tools to succeed

  • Daily varied and healthy food options for lunch. And of course drinks at our own Road bar

  • Besides working on our mission together, we like to have fun and connect with social events and team-building activities

  • Personal training and development opportunities

  • Referral program

  • Headquarters located in one of the most dynamic and cosmopolitan cities in Europe: Amsterdam

  • Diverse and creative colleagues from every corner of the world

More about us

We believe in being open-minded and challenging ourselves to continuously strive for the best results. We are transitioning from start-up to scale-up which requires a more structured and process-driven approach to reach the next stage of our growth. As the world scales up to meet the EV charging demand, we’re ready for this once-in-a-century mobility revolution. Are you ready to help us grow and make EV charging effortless for everyone? Join our team of 160+ colleagues working in our Amsterdam HQ.

Our Values

  • Customer

  • Innovation

  • Community

  • Ownership

  • Communication

  • Focus

Want to know more about our company vision, culture or career growth opportunities? Have a look at our careers site