Wallbox Chargers

IT Support

• Support the L1 Service level with technical knowledge, report bugs and direct contact with key account partners.
• Responsible for handling complex technical issues escalated from Level 1 (L1) agents or chatbots.
• Share best practices and coach the team
• Provide guidance to L1 agents to ensure efficient and consistent case resolution.
• Identify documentation and knowledge gaps in the Knowledge Base and propose updates to improve troubleshooting flow.
• Collaborate with Engineering and Product teams to escalate recurring or unidentified issues, providing structured documentation and technical details.
• Support the definition of standard troubleshooting procedures and contribute to training materials.
• Constant improvement and maintaining of the internal system
• Identify locks that require follow-up or investigation
• Develop interdepartmental communication ways
• Ensure the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support
• Direct the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer-focused support culture, and improving the accountability of delivering effective and efficient services
• Product and process training, support with L1 onboarding
• Support key account partners on a daily basis
• Communicate proactively with the Technical Documentation team to improve customer-facing content and usability guides.
• Participate in testing and validation of new firmware releases to assess stability and potential field impact.

Technical Customer Support L2, Italian Speaking

Payroll

• Employee Onboarding Support tasks related to: Communicating with employees during the onboarding process. Managing employee registrations with our external payroll provider. Updating employee databases and personnel files. Ensuring contract signature and proper documentation management for new hires.
• Employee Offboarding Support tasks related to: Reviewing termination variables and communicating employee exits to our external provider. Sending required documentation to departing employees. Keeping employee databases and personnel files up to date.
• Wage Garnishments Support tasks related to: Processing documentation and communicating with the relevant authorities. Notifying and coordinating wage garnishment management with our external provider.
• Payroll Process Support tasks related to: Preparing payroll input data. Reviewing payroll files.
• Accounting Reports Reviewing payroll-related accounting reports (extra payments, holidays, etc.). Communicating with and resolving payroll-related questions with the Accounting department.

Technical Customer Support L2, Italian Speaking

Payroll and People Intern