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Tier 1 Technical Support Specialist
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Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation. Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people. Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve. Don’t just take our word for it; experience the growth yourself 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. Essential Duties and 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. Minimum Requirements and Qualifications: 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. Languages: Proficiency in English is required; native-level German or Dutch is mandatory. Preferably has experience managing different support channels (chat, email, voice, back office). Work in a hybrid setup. Residence in the Lisbon area.
