Wallbox Chargers

Technical Customer Support L2, Italian Speaking

Wallbox Chargers

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • Spain

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About the role

  • 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.

Requirements

  • Embedded systems knowledge.
  • Able to connect remotely to them and get the system locks
  • Analytic vision
  • Ticketing and reporting systems knowledge, Salesforce, Jira,...
  • Incident Management
  • Excellent interpersonal skills
  • Good practice management for quality of service delivery
  • Availability to travel based on business needs
  • Experience dealing with clients
  • Fluent Italian(native level) and good command of English (working proficiency).
  • Is a plus additional languages
  • Desired IT knowledge. Remote operations, Wifi, Bluetooth…
  • ITIL certification will be assessed positively
Benefits
  • Flexible working hours
  • Hybrid work schedule and half Fridays
  • First-class private health, dental, and life insurance after your first month at Wallbox
  • Flexible compensation tickets valid for transportation, childcare, and restaurant/food delivery apps
  • Car discounts & special advantages if you choose an EV!
  • Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
embedded systemsincident managementremote operationsWifiBluetoothticketing systemsreporting systemstechnical documentationtroubleshooting proceduresanalytical skills
Soft Skills
interpersonal skillscoachingcommunicationteam collaborationprocess improvementcustomer focusquality managementproblem-solvingtrainingclient management
Certifications
ITIL certification