- Location
- Harelbeke, Flanders, Belgium · published
- Type
- Full-time
- Department
- Customer Service
- Source
- Workable
Description
Smappee (Smart Appliance for Energy Efficiency) helps businesses and individuals take control of their energy consumption. Through innovative energy management and EV charging solutions, we make energy efficiency accessible, helping reduce costs and contributing to a more sustainable future.
What does it mean to work at Smappee?
At Smappee, we take ownership, collaborate openly, and communicate transparently. We stand behind our commitments and aren’t afraid to experiment, challenge ideas, and grow through change.
Position
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.