Technical Support Specialist, Virta, Helsinki

• You will provide 2nd line technical support for Virta’s EV charging products to B2B and B2C customers using Zendesk, Jira, Confluence, Slack, email and occasional phone in Finnish, Swedish and English.
• The role involves troubleshooting, documenting cases, escalating complex issues, coordinating with product, sales and technical teams, and participating in customer meetings.
• This is a full-time permanent position (37.5 h/week) with a flexible hybrid model of three remote days and two office days in Ruoholahti, Helsinki.
• Fluency in Finnish, Swedish and English and technical familiarity with PC systems, ticketing/CRM tools and basic scripting are required, with a relevant degree and SQL/ITIL experience considered advantages.

We are now looking for a service-oriented Technical Support Specialist to join Virta’s growing international team in Ruoholahti, Helsinki! In this trilingual (Finnish, Swedish, English) technical support role, you will not only get to solve diverse consumer and business customer queries related to EV charging, but also develop industry-wide processes from a front-row seat. Do you want to leave your mark on the e-mobility and charging business revolution and build a more sustainable tomorrow? Read more below and apply now! ⚡️🔋

About the role

Virta is a pioneer in the electric vehicle charging business, enabling charging at over 500,000 stations in more than 60 countries.

As a Technical Support Specialist, you will support customers with diverse technical questions related to EV charging products and services. You will work closely with B2B and B2C customers as well as internal product, sales, and technical teams, constantly improving the customer experience in the rapidly growing e-mobility industry.

This role is an excellent fit for a customer service or IT professional who already has technical experience, for example, from Contact Center work, ticketing, and multi-channel, multilingual communication. You understand the nature of technical support work and want to grow in one of the world's fastest-developing industries.

The team currently includes two colleagues in Sweden, and we are now looking for the first specialist for this role in Finland! You will work closely with professionals in both the Finnish and Swedish offices, which is why we expect you to have fluent Swedish skills in addition to Finnish and English.

Why Virta?

• Significance: You get to do work that has a real impact on sustainability, energy systems, and customer experience.
• Work Environment: You will work with industry-leading technology as part of a passionate, international team.
• Flexibility: A full-time (37.5 h/week) permanent contract with a flexible hybrid model. You can work 3 days a week remotely and 2 days at the office in Ruoholahti, Helsinki (Energiakatu 4).

Work tasks

• Customer Interface: Responding to customer inquiries in a timely and accurate manner. Communication is mainly written (Zendesk, Jira, Confluence, Slack, email) and occasionally via phone. Your working languages will be Swedish, English, and Finnish.

• Problem Solving: 2nd line technical support troubleshooting using a ticketing system. You will gather relevant information, analyze root causes, and propose corrective actions.

• Documentation: Recording and updating technical issues and customer interactions for knowledge sharing and internal training.

• Escalation: Moving more complex cases forward to the correct parties, ensuring all necessary background information is included.

• Coordination and development work: Resolving fault situations together with other teams. You will also participate in customer meetings to review feedback and recurring problems.

We are looking for

• Language Skills: Excellent oral and written skills in Finnish, Swedish, and English.
• Customer Support Experience: You have handled written customer service tasks within the desired service levels. Experience in providing customer service by phone is also considered an advantage.
• Technical Understanding: You are comfortable with PC systems, ticketing, and CRM/ERP tools (e.g., Zendesk). You should also feel comfortable running scripts, although actual software development expertise is not required. Previous experience in similar technical support roles or Contact Center experience is considered an advantage.
• Work Ethic: You are systematic, precise, and proactive. You thrive in a dynamic and fast-paced environment.
• Education and Additional Skills: A Bachelor’s degree (University of Applied Sciences/University, e.g., Business, IT, Logistics). Previous experience with SQL queries or ITIL knowledge is considered a plus.

Our recruitment process

This recruitment process is handled by Academic Work and it is our client’s wish that all questions regarding the position is directed to Academic Work.

Our selection process is continuous and the advert may close before the recruitment process is completed if we have moved forward to the next phase. The process includes two tests: one personality test and one cognitive test. The tests are tools to find the right talent for the right position, to enable equality, diversity, and a fair process.

Information

Virta enables electric vehicle charging at over 500,000 stations in more than 60 countries. Our charging service solution is the fastest and most reliable way to provide EV charging services easily and successfully.