Technical Support with German

Cloudheight Solutions provided pay range

This range is provided by Cloudheight Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Location: Hybrid (Lisbon Area)

Workload: Full-Time

Position Overview

We are currently looking for German-speaking Tier 1 Technical Support Specialist to join a growing support team. This is an exciting opportunity to provide technical assistance to users of a global technology platform. If you're tech-savvy, sales-oriented, and fluent in German and English, this role could be your next big move.

Job Summary

As a Level 1 Technical Support Specialist in our eMobility call center, you will serve as the first point of contact for customers experiencing issues with electric vehicle (EV) charging stations. Your primary responsibility is to provide prompt, professional, and technically sound support to ensure minimal downtime and a positive customer experience. You will perform basic troubleshooting, escalate complex issues, and contribute to the efficient operation of our EV charging infrastructure.

Main Responsibilities

- Respond to customer inquiries via phone, email, or chat regarding EV charger functionality, connectivity, and usage.

- Perform initial diagnostics on charging stations, including power status, network connectivity, and user interface issues.

- Guide customers through standard troubleshooting steps such as resets, cable inspections, and mobile app configurations.

- Escalate unresolved or complex issues to Tier 2 support or field service teams, ensuring detailed and accurate documentation.

- Contribute to knowledge management and continuous improvement based on daily operations and recurring issues.

- Prioritize case handling based on service level agreements (SLAs), warranty status, and issue severity.

- Accurately log all support interactions and technical findings in the ticketing system (e.g., MS Dynamics 365 Customer Service).

- Monitor and report recurring technical issues to support trend analysis and product reliability improvements.

- Stay current with the latest EV charger models, firmware updates, and support procedures.

- Ensure compliance with safety and operational standards during all remote support interactions.

Candidate Profile

- Fluency in German and proficiency in English.

- High school diploma or equivalent required; technical training or certifications in IT, electronics, or automotive systems are a plus.

- Experience in a customer‑facing technical support role, preferably in a call center or eMobility environment.

- Basic understanding of electrical systems, IoT devices, and network troubleshooting (e.g., Wi‑Fi, Ethernet, SIM‑based connectivity).

- Familiarity with EV charging standards and protocols (e.g., Type 2, CCS, OCPP) is an advantage.

- Strong communication skills with the ability to explain technical concepts clearly to non‑technical users.

- Proficiency in using CRM and ticketing systems.

- Ability to work in a shift‑based environment, including weekends and holidays.

- Preferably has experience managing different support channels (chat, email, voice, back office).

- Work in a hybrid setup.

- Residence in the Lisbon area.

Work Schedule

- Rotating shifts ensure 24/7 coverage.

- Monday–Friday (8:00–17:00) shifts are in‑office; all other shifts are remote.

Compensation & Benefits Package

- Basic Salary: EUR 950.00 gross/month

- Language Allowance (German + English): EUR 400.00/month

- Meal Allowance of EUR 10.20 per day worked – up to EUR 224.40/month

- Transport Allowance: EUR 40.00/month

- Full training provided and paid. Bonus and allowances vary depending on attendance and performance.

- Health insurance after 30 days

Why Apply?

- Join a fast‑growing and reputable company in the customer experience space.

- Support a global tech brand with a dynamic and collaborative team.

- Receive extensive training and real opportunities for career growth.

- Enjoy a competitive salary and attractive benefits package.

By applying, you are giving your GDPR consent for your CV and personal details to be processed for recruitment purposes.

Skills: troubleshooting, english, technical support, german

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