David Kennedy Recruitment is working with a fast-growing customer experience company that is seeking to onboard Dutch-speaking Level 1 Technical Support Specialists to join their eMobility team in Lisbon.
In this role, you provide first-line technical support to customers experiencing issues with electric vehicle charging stations, carrying out basic diagnostics, troubleshooting and escalation of more complex cases.
Position: Technical Support Specialist
Location: Lisbon, Portugal
Model: Hybrid
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
Respond to customer enquiries via phone, email and chat regarding EV charger functionality, connectivity and usage
Perform initial diagnostics covering power status, network connectivity and user interface issues
Guide customers through standard troubleshooting steps, including resets, cable inspections and mobile app configuration
Escalate unresolved or complex issues to Tier 2 support or field service teams
Document technical findings and customer interactions accurately in the ticketing system
Prioritise cases according to SLAs, warranty status and issue severity
Monitor recurring technical issues and contribute to trend analysis and product reliability improvements
Maintain up-to-date knowledge of EV charger models, firmware updates and support procedures
Contribute to knowledge management and continuous improvement initiatives
Follow safety and operational standards during remote support interactions
REQUIREMENTS:
Native-level Dutch
Proficiency in English
Previous experience in a customer-facing technical support role, preferably in a call centre or eMobility environment
Basic understanding of electrical systems, IoT devices and network troubleshooting, including Wi-Fi, Ethernet and SIM-based connectivity
Ability to explain technical concepts clearly to non-technical users
Experience using CRM and ticketing systems
Comfortable working across different support channels, including voice, chat, email and back office
Willingness to work in a 24/7 shift-based environment, including weekends and holidays
Residence in the Lisbon area
Availability to work in a hybrid setup
OFFER:
Meal allowance
Monthly transport allowance
22 days of annual leave
Birthday day off
1-month probation period
Company-provided equipment
Hybrid working model
Evening and weekend shifts can be worked from home