Technical Support Specialist
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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
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