Technical Support Specialist

Job Description Virta is a pioneer in the electric vehicle charging business, enabling charging at over 500,000 stations in over 60 countries. As a Technical Support Specialist, you will support customers with diverse queries related to electric vehicle charging products and services. You will work closely with consumer and corporate customers, as well as internal product, sales, and technical teams, continuously improving the customer experience in the rapidly growing e-mobility sector. The role is an excellent fit for a customer service professional who has already gained technical experience, for example from Contact Center work, ticketing, and multi-channel, multilingual communication. You understand the nature of technical support and want to grow in one of the world's fastest-evolving industries. There are currently two colleagues in the team in Sweden, and we are now looking for the first specialist for this role in Finland! You will work closely with professionals in the Finnish and Swedish offices, and therefore we expect fluent Swedish language skills in addition to Finnish and English. Why Virta? - Meaningfulness: You get to do work that has a real impact on sustainable development, energy systems, and customer experience. - Work Environment: You will work with cutting-edge 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 remotely 3 days a week and 2 days at the office in Ruoholahti, Helsinki (Energiakatu 4). Responsibilities - Customer Interface: Responding to customer inquiries accurately and in a timely manner. Communication is primarily written (Zendesk, Jira, Confluence, Slack, email) and occasionally by phone. Your working languages will be Swedish, English, and Finnish. - Problem Solving: 2nd line technical support troubleshooting using a ticketing system. You will collect essential information, analyze root causes, and propose corrective actions. - Documentation: Recording and updating technical issues and customer interactions for knowledge sharing and internal training. - Escalation: Forwarding more complex cases to the correct parties, ensuring all necessary background information is included. - Coordination and Development: Resolving fault situations together with other teams. You will also participate in customer meetings to review feedback and recurring problems. We are looking for - Language Skills: Excellent oral and written skills in Finnish, Swedish, and English. - Customer Support Experience: You have handled written customer service tasks within desired service levels. Experience in phone-based customer service is also considered an advantage. - Technical Understanding: You are comfortable with PC systems, ticketing, and CRM/ERP tools (e.g., Zendesk). You should also feel comfortable running scripts, although actual software development expertise is not required. - Approach to Work: You are systematic, precise, and proactive. You thrive in a dynamic and fast-paced environment. - Education and Additional Skills: A lower higher education degree (UAS/university, bachelor, e.g., business, IT, logistics). Previous experience with SQL queries or ITIL expertise is a plus. Recruitment Process Academic Work is handling this search on behalf of its client, who requests that all questions regarding the position be directed to Academic Work. Applicants will be interviewed continuously, and if we have already progressed further in the recruitment process, we may close the application before final selections. The selection process includes tests measuring personality traits and cognitive ability. The tests serve as tools to find the right person for the role and ensure an equal and fair evaluation.