Senior Support Center Specialist

Elocity is a dynamically growing technology company in the e-mobility industry providing comprehensive solutions for the delivery, installation, assembly, and management of electric vehicle charging stations, currently supporting over 4000 charging stations. The company is expanding its offer with solutions dedicated to fleet companies.

• Minimum 2 years of experience in technical customer support (Technical Support / 2nd or 3rd line support), preferably in IoT, telemetry, e-mobility, or SaaS systems
• Analytical skills: practical ability to read, verify, and draw conclusions from server logs and system messages for quick failure identification
• Independence and solution-oriented mindset; high autonomy and ability to quickly learn proprietary technological ecosystems
• Process and business-oriented thinking
• Ability to correlate technical errors with their impact on company operations and revenue; knowledge and application of data analysis principles
• Experience in team coordination, including scheduling, time accounting, onboarding, and supporting leaders in daily operations
• Excellent personal work organization and resilience under pressure during infrastructure failures
• Communicative English language skills, enabling work with technical documentation and communication with foreign equipment manufacturers
• Relevant education (IT/Electronics/Automation) or equivalent practical experience with successes in technical support
• Ability to cooperate with external clients, subcontractors, suppliers, or organizations using company services

Nice to have:

• Practical knowledge of the e-mobility industry, including operation, configuration, and installation of electric vehicle charging stations
• Knowledge of national standards and registers related to alternative fuel infrastructure (e.g., EIPA register)
• Experience conducting technical and product training for business clients and internal teams

• Support other team members in daily work
• Assist in defining processes, configuring, and selecting tools supporting tasks
• Support the Leader in managing the department
• Organize and maintain the department's knowledge base, ensuring standard compliance
• Support technical support processes when business needs arise
• Introduce necessary changes to files and initiate changes in the panel
• Maintain a high level of technical knowledge
• Monitor work quality and uphold work standards
• Conduct training on technical and product topics
• Manage system operations related to Elocity and WL platforms
• Resolve or communicate conflicts within the department
• Participate in recruitment
• Onboard new Customer Support Center employees, including providing Buddy support
• Contact charging station owners to respond to failures
• Verify system logs and messages technically
• Communicate with manufacturers and charging station owners
• Test and verify configured charging stations
• Conduct training sessions for external clients on system usage
• Manage inventory of charging stations, SIM cards, and terminals
• Oversee department work scheduling
• Assist with work hours accounting and additional remuneration
• Ensure staffing levels meet required KPIs
• Substitute for Senior/Leader of parallel support team
• Support processes and hard skills competencies

Consent is required for the processing of personal data by Elocity Sp. z o.o. for recruitment purposes, with specified retention periods and legal bases. Data is not transferred outside the European Economic Area. Candidates have rights regarding their personal data, including access, correction, deletion, and complaint submission to supervisory authorities.