Customer Support Specialist – Italian Market
Pubblicato il 17-08-2026 - EVDC in Italia
About the Role
EVDC Network is looking for a Customer Support Specialist to manage day-to-day customer inquiries for our Italian-speaking user base across our EV charging app and RFID card services. You'll be the first point of contact for users experiencing issues with charging sessions, wallet top-ups, RFID cards, and general app usage, working closely with our technical and product teams to resolve issues and improve the customer experience.
Location:
Italy (remote, must be based in Italy)
Language Requirements:
Native or C2-level Italian (written and spoken), professional English for internal reporting
Key Responsibilities
- Respond to customer inquiries via in-app chat and email in a timely, professional, and empathetic manner
- Troubleshoot common charging session issues (stuck connectors, sessions not starting/stopping, communication errors) using established diagnostic steps
- Assist customers with wallet-related questions: top-ups, minimum balance requirements, refunds, and payment method selection (EUR, USD, EVDC Token, credit/debit card)
- Handle RFID card inquiries:
ordering, costs, shipping timelines, and delivery address changes
- Investigate and resolve billing discrepancies by cross-referencing backend session and wallet data
- Escalate station-level issues (damaged equipment, malfunctioning chargers, cut cables) to the technical team with accurate station IDs and details
- Identify recurring pain points and product bugs, documenting them clearly for the product/dev team
- Maintain a calm, professional tone with frustrated or anxious customers, especially in time-sensitive situations (e.g., a customer stuck at a charging station)
- Explain company policies clearly (delivery timelines, refund policies, fee structures) without overpromising outcomes outside your control
Requirements
- Must be based in Italy
- Native or C2-level Italian, both written and spoken
- Prior experience in customer support required
- Strong written communication skills—cl