Merchant Hardware Support Specialist

**About Wolt**:
At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we're building the delivery of (almost) everything and you'll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn't always easy, but it's definitely exciting. Here you'll learn more, build more, and ship more than in most other companies. You'll be challenged a lot, but also have a lot of fun on the way. So, if you're a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

Wolt is a Finnish technology company and best known for our delivery platform that connects customers with great restaurants and shops across the city. But behind every smooth delivery experience is a team ensuring that our merchant partners are supported with the right tools, tech, and devices — and that's where you come in.

As a Merchant Hardware Specialist, you'll be part of the Merchant Operations team, supporting our partners in Germany with all things hardware-related. From resolving technical issues to managing inventory and device returns, you'll play a key role in keeping our partners operational and satisfied.

**What you'll be doing**:
As our go-to expert for hardware, you'll own the end-to-end lifecycle of Wolt devices used by our merchant partners.

**Day-to-day in this role you'll**:

- Support our merchant partners by troubleshooting issues with tablets, printers, and terminals
- Manage support tickets, prioritize based on urgency and business impact
- Coordinate device shipments, returns, and inventory tracking
- Perform remote diagnostics and outbound support calls
- Collaborate closely with Logistics, Support, and Product Ops teams
- Ensure all support activity is properly documented and up-to-date
- Help improve processes by identifying recurring issues and proposing solutions

**Our humble expectations**:

- 2+ years of experience in hardware support, technical customer service, or a similar role
- Basic understanding of hardware configuration, connectivity (Wi-Fi/Bluetooth), and troubleshooting
- Fluent in **German and English** (C1+) for smooth communication
- Ability to explain technical concepts to non-technical users
- Experience working with tools like Intercom, Looker, or Monday
- Structured, detail-oriented and customer-first mindset
- A proactive approach and the ability to work well under pressure

**What we offer**:

- A role with real impact - you help keep our partners live and running
- An international and fast-paced team environment
- Learning opportunities and clear development paths toward more senior roles ‍‍
- The chance to work cross-functionally with key teams across Wolt
- Hybrid work model with flexibility
- Lunch and snack benefits (depending on location)
- A company that values ownership, transparency, and fast feedback

**Next steps**:
We aim to move fast and keep you updated at every step.
- Wolt ist ein finnisches Technologieunternehmen und vor allem für unsere Lieferplattform bekannt, die Kund:innen mit großartigen Restaurants und Shops in ihrer Stadt verbindet. Doch hinter jeder reibungslosen Lieferung steht ein Team, das sicherstellt, dass unsere Partner mit den richtigen Tools, Technologien und Geräten arbeiten können - und genau da kommst du ins Spiel.

Als **Merchant Hardware Specialist** bist du Teil unseres **Merchant Operations Teams** in Deutschland und kümmerst dich um alles, was mit Hardware zu tun hat. Vom Lösen technischer Probleme bis hin zur Verwaltung von Retouren und Beständen - du sorgst dafür, dass unsere Partner reibungslos arbeiten können und zufrieden bleiben.

**Deine Aufgaben**:
In dieser Rolle bist du unsere Ansprechperson Nummer eins für Hardware-Fragen und betreust den gesamten Lebenszyklus der Geräte, die unsere Partner im täglichen Geschäft nutzen.

**Im Alltag wirst du**:

- Technische Probleme mit Tablets, Druckern und Terminals analysieren und lösen
- Support-Tickets priorisieren und je nach Dringlichkeit und Dringlichkeit für das Tagesgeschäft bearbeiten
- Rücksendungen, Versand und Bestandsmanagement von Geräten koordinieren
- Remote-Diagnosen durchführen und proaktiv Partner anrufen
- Eng mit den Teams aus Logistik, Support und Product Operations zusammenarbeiten
- Alle Support-Aktivitäten dokumentieren und aktualisieren
- Wiederkehrende Probleme identifizieren und Prozesse verbessern

**Was du mitbringen solltest**:

- Mind. **2 Jahre Erfahrung** im Hardware-Support, technischen Kundendienst oder einer vergleichbaren Rolle
- Grundverständnis in Hardwarekonfiguration, Konnektivität (WLAN/Bluetooth) und Fehlersuche
- **Deutsch und Englisch fließend (mind. C1)** in Wort und Schrift
- Fähigkeit, technische Sachverhalte auch für Laien verständlich zu erklären
- Strukturierte, detailorientierte und serviceorient