Senior Technical Support Specialist (Dutch & English Speaking)
Location: Fully on-site at the Giv Energy Europe head office in Woerden, Netherlands
Schedule: Monday – Friday, 8:30am – 5pm (with flexibility for out of hours cover if required)
Salary: €3,000 - €4,000 per month (depending on experience and qualification level)
Giv Energy Europe are looking for a Senior Technical Support Specialist to join our fantastic team in Woerden. We specialise in a range of inverters and battery systems which allow our users to store their renewable/cheap-rate energy, ease pressure on the grid and save some serious money!
If you are customer-focused and technically experienced, we’d love you to join us to support our customers and installers. You’ll minimise product downtime to ease unnecessary on-site support through routine monitoring, and remote diagnosis.
Duties Include
Deep Technical Troubleshooting

• Root Cause Analysis: Perform detailed root cause analysis of escalated issues to identify underlying problems.
• Advanced Diagnostics: Utilise advanced diagnostic tools and techniques to resolve complex technical issues.

Issue Resolution and Development:

• Resolving Critical Issues: Address and resolve the most difficult and rare problems that go beyond the expertise of first and second line support.
• Custom Solutions: Develop and implement custom fixes or patches for specific issues that may not have a standard solution, to be discussed with Software Development team or with the R&D team.

Collaboration with Development Teams:

• Bug Fixing and Feature Enhancement: Work closely with software developers or product engineers to address bugs and suggest enhancements.
• Testing and Validation: Validate and test software patches or updates to ensure they resolve issues without introducing new problems.

System and Application Management:

• Performance Optimisation: Analyse system and application performance, making recommendations or implementing changes to improve efficiency and reliability.
• Infrastructure Support: Support the infrastructure by providing expertise on configuration, scalability, and system integrations.

Knowledge Sharing and Documentation:

• Creating Technical Documentation: Work with the R&D and marketing team to develop comprehensive documentation on issue resolutions, system configurations, and troubleshooting processes.
• Training and Mentoring: Train and mentor lower-level support staff to enhance their technical skills and understanding of complex issues.

Proactive Support and Innovation:

• System Monitoring and Proactive Maintenance: Monitor systems to detect and prevent potential issues before they impact users.
• Process Improvement: Continuously look for ways to improve support processes, tools, and technologies to enhance service delivery.

Customer and Stakeholder Communication:

• Detailed Communication: Communicate complex technical issues and resolutions clearly to both technical and non-technical stakeholders.
• Escalation Handling: Manage escalations from high-profile or critical customers, ensuring their issues are resolved satisfactorily.

Compliance and Security:

• Security Best Practices: Ensure that all technical solutions and processes comply with security standards and GDPR regulations.
• Data Management: Handle sensitive data securely and responsibly, adhering to data protection laws and company policies.

What We’re Looking For

• Level C1/C2 (or equivalent) spoken and written proficiency in Dutch and English.
• Previous experience in a customer service or technical support role.
• Electrical background or experience in energy storage systems (preferred but not essential)
• Familiar with battery storage systems compliance and certification (preferred but not essential)
• Familiarity with renewable energy systems, products and technology.
• Familiarity with operating systems and common software applications.
• Knowledge of basic network concepts, diagnostics and troubleshooting.
• A commitment to delivering outstanding customer service with a positive and helpful attitude.
• Interest in problem solving and issue identification.
• Ability to work effectively under pressure.
• Comfortable handing volume inbound calls.

Why Work With Us?
Giv Energy are a globally established, leading energy storage manufacturer with hyper-growth and a mission to empower energy freedom for all! We are proud to support environmental, sustainability and energy poverty challenges, so job satisfaction being a force for good definitely starts here!

• Regular performance-based salary reviews.
• Company pension.
• Train/bus/tram travel card assistance for journeys to and from the Woerden office.
• Regular Company events, shows and exhibitions.
• Work in a fun, relaxed environment with a smart/casual dress code, and free Company branded workwear provided.
• We love to home-grow our talent, so there’s plenty of opportunities to progress and grow and bags of continuous professional development.
• Join our team of foodies, with free tea and coffee provided onsite with regular snacks thrown in too.
• Discounts available on our products. *

* Terms apply
At Giv Energy, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture.
We welcome applications from candidates of all backgrounds, including minorities, women, individuals with disabilities, LGBTQ+ individuals, and veterans.
We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive.
Agencies: Please note that we do not require agency support at this time. Anything received will be treated as a gift.
Job Type: Full-time
Pay: €3.000,00 - €4.000,00 per month
Ability to commute/relocate:

• Woerden: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Will you now or in the future require sponsorship for employment visa status?

Language:

• English (Required)
• Dutch (Required)

Work authorization:

• Netherlands (Required)

Work Location: In person