Merchant Hardware Support Associate (m/w/x)

<h3>Company Description</h3><p>Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.<br/> <br/>  </p><h3>Job Description</h3><p>We are seeking a dedicated and experienced Merchant Hardware Associate to join our dynamic team. The ideal candidate will possess a strong background in hardware troubleshooting and customer support, with fluency in both German and English.</p><p>What you can expect to be doing: </p><ul><li>Perform outbound calls to merchants to address and resolve hardware issues.</li><li>Diagnose and troubleshoot hardware problems, providing effective solutions to ensure minimal downtime for merchants.</li><li>Assign, pack, and ship replacement hardware to merchants, ensuring timely delivery.</li><li>Manage and categorize tickets, prioritizing based on urgency and importance.</li><li>Collect returned broken hardware and perform tests to determine if they are genuinely defective.</li><li>Assist and perform tasks related to the hardware onboarding team, ensuring smooth integration of new hardware.</li><li>Maintain detailed records of all customer interactions, troubleshooting steps, and resolutions.</li></ul><p>Our humble expectations:</p><ul><li>This role requires a high level of attention to detail and the ability to manage multiple tasks simultaneously.</li><li>A proactive approach to identifying and resolving issues is essential.</li><li>You will be part of the hardware onboarding team, assisting with the integration of new hardware.</li><li>The position offers an opportunity to work in a collaborative and fast-paced environment, with a focus on delivering excellent customer service.</li></ul><h3>Qualifications</h3><ul><li><strong>Fluent in both German and English</strong></li><li>Proven experience in hardware troubleshooting or customer support, preferably in a fast-paced environment.</li><li>Strong problem-solving skills with the ability to think critically and provide innovative solutions.</li><li>Structured and organized approach to work, with the ability to prioritize tasks effectively.</li><li>Excellent communication skills, both verbal and written, with a customer-centric mindset.</li><li>Comfortable with using various systems and tools to manage support tickets and track shipments.</li></ul><h3>Additional Information</h3><ul><li><p>Cool office in Berlin</p></li><li><p>Independent work in a dynamic, international team</p></li><li><p>A fast-growing tech company with many career opportunities </p></li><li><p>Attractive salary package </p></li><li><p>Discount on Wolt orders</p></li><li><p>Modern work equipment</p></li><li><p>Various soft drinks, coffee, and fruits in the office</p></li><li><p>Urban Sports Club membership subsidy</p></li><li><p>Weekly all-hands meetings and regular team events</p></li><li><p>Flexible working hours policy + 30 days of paid vacation</p></li><li><p>Subsidized Deutschlandticket (Germany Train Ticket)</p></li></ul><p> </p>