Supervisor Technical Support – Residential Products
Job Summary
Job Description
Supervise a technical support team assisting electricians with installing and operating residential energy products. Responsibilities include ensuring SLAs are met, maintaining in-depth product knowledge, evaluating team performance, conducting interviews and training, resolving escalated issues, collaborating with other departments, creating knowledge base articles, and improving staff experience. The ideal candidate possesses technical acumen, team management experience, and a passion for sustainable energy. The role is based in Amsterdam and requires strong communication and problem-solving skills.
Must have:
- 2 years relevant technical experience
- Technical support/call center experience
- Team management/supervisory experience
- Exceptional communication skills
- Renewable energy/battery background preferred
Good to have:
- Additional languages
- Experience with complex databases
Job Details
What to ExpectWhat You’ll Bring
We are looking for qualified, talented individuals to supervise our growing technical support team. This team is responsible for assisting electricians with installing and operating our products across the region. Our aim is to have the best products on the market, and deliver industry-leading technical support and customer service. The ideal candidates will have both technical acumen and a proven track record of managing multiskilled teams of engineers / technicians / specialists. If you are passionate about sustainable energy and driven to exceed partner and customer expectations, this may be the role for you. The team and this role are based in Amsterdam.
What You’ll Do- Supervise high-profile, support delivery teams to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performance
- Maintain in-depth knowledge of company products, complex databases, and high-level technical processes
- Ensure coverage of phone and ticketing queues where agent responsibilities include analysing, diagnosing, escalating, and troubleshooting issues
- Continuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and compliance
- Formulate performance improvement plans and make termination decisions as necessary
- Conduct interviews, hire, and train new employees
- Provide guidance for employees on policies and procedures
- Keep overview of end-user escalations and see them through until resolution is achieved.
- Closely interact with sales, engineering and other technical leaders to share knowledge and establish interdepartmental processes
- Create new knowledge base articles and update them as processes evolve
- Assess and refine the staff experience to maximise efficiency while maintaining a high level of positive motivation
- Evaluate escalated issues with installed residential energy products and work in a creative, pro-active manner to resolve
- 2 years Electrical, Energy or Electronic background related technical experience
- Work experience in technical support or call centre environment within renewable energy and battery background preferred
- Previous experience in a management / team lead / supervisor role
- Ability to work on multiple priorities with steady composure while under pressure in a deadline driven environment
- Exceptional written and oral communication skills
- Ability to coach and lead a successful team
- Establish and maintain an encouraging and cooperative working environment
- Flexible schedule and availability for assisting team members
- Proficiency in English (any additional language is a bonus)
- Willingness to learn about new and innovative technologies
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