Technical Support Specialist

About the position Virta is a pioneer in the EV charging industry, enabling charging at over 500,000 stations in over 60 countries. As a Technical Support Specialist, you will support customers with diverse technical issues related to EV charging products and services. You will work closely with both consumer and corporate customers, as well as internal product, sales, and technical teams to continuously improve the customer experience within the rapidly growing e-mobility industry. The role is an excellent fit for someone with customer service experience, preferably with a technical background in areas such as Contact Centers, ticketing, and multi-channel and multilingual communication. You understand the nature of technical support and want to grow within one of the world's fastest-evolving industries. The team currently consists of two colleagues in Sweden, and we are now looking for the first expert for this role in Finland! You will work closely with professionals at both the Finnish and Swedish offices, and therefore we expect you to be fluent in Swedish in addition to Finnish and English. Why Virta? - Meaningfulness: You will perform work that has a real impact on sustainable development, energy systems, and customer experience. - Work Environment: You will work with the industry's leading technology as part of a passionate, international team. - Flexibility: Full-time (37.5 h/week) and permanent employment with a flexible hybrid model. You can work 3 days a week remotely and 2 days at the office in Gräsviken, Helsinki (Energigatan 4). Responsibilities - Customer Interface: Respond to customer inquiries accurately and on time. Contact is primarily in writing (Zendesk, Jira, Confluence, Slack, email) and occasionally via telephone. Your working languages are Swedish, English, and Finnish. - Customer Support Experience: You have handled written customer service tasks within the desired service levels. Experience providing customer service by phone is also considered a merit. - Problem Solving: Second-line technical support and troubleshooting via ticketing systems. You collect relevant information, analyze root causes, and propose corrective actions. - Documentation: Register and update technical issues and customer interactions for knowledge sharing and internal training. - Escalation: Forward more complex cases to the correct instance and ensure all necessary background information is included. - Coordination and Development: Resolving error situations together with other teams. You also participate in customer meetings to review feedback and recurring problems. We are looking for someone who - Language Skills: Excellent oral and written skills in Finnish, Swedish, and English. - Technical Understanding: You are familiar with PC systems, ticketing, and CRM/ERP tools (e.g., Zendesk). You should also be comfortable running scripts, although actual software development is not required. - Way of Working: You are systematic, thorough, and proactive. You thrive in a dynamic, fast-paced environment. - Education and Other Skills: Lower higher education degree (Vocational/University, Bachelor's degree in e.g., economics, IT, or logistics). Previous experience with SQL queries or ITIL knowledge is seen as a plus. Our recruitment process This recruitment process is managed by Academic Work, and our client requests that all inquiries regarding the position be sent to Academic Work. We apply continuous selection and will remove the advertisement when enough candidates have reached the final stage of the recruitment process. A CV is requested upon application. We do not use cover letters as a selection method, so they do not need to be attached. The recruitment process includes two selection tests: a personality test and a cognitive ability test. The tests are a tool to find the candidate with the highest potential for the position and to promote equality, diversity, and a fair recruitment process.