Tech Support Specialist

1 hora atrás

Lisboa, Lisboa, Portugal Cloudheight Solutions Tempo inteiro

Hybrid | Lisbon, Portugal
Location:
Hybrid (Lisbon Area)

Workload:
Full-Time

Training is 100% on-site for the first 30 days in Corroios. Attendance is mandatory.
Position Overview

We are currently looking for a
Tier 1 Technical Support Specialist fluent in Dutch and German
to join a growing support team in the eMobility sector.

This is a strong opportunity for professionals who are tech-oriented, customer-focused, and ready to support users of a global electric vehicle charging platform.

Job Summary
As a
Level 1 Technical Support Specialist
in our eMobility call center, you will be the first point of contact for customers experiencing issues with
EV charging stations
.

Your mission is simple and critical: resolve issues fast, minimize downtime, and deliver a high-quality customer experience.

You will handle basic troubleshooting, escalate complex cases, and support the smooth operation of EV charging infrastructure.

Main Responsibilities

  • Handle customer inquiries via phone, email, and chat related to EV charger functionality, connectivity, and usage
  • Perform first-level diagnostics (power status, network connectivity, user interface issues)
  • Guide customers through standard troubleshooting steps (resets, cable checks, app configurations)
  • Escalate unresolved or complex issues to Tier 2 support or field service teams with clear documentation
  • Contribute to knowledge base improvements and operational efficiency
  • Prioritize cases according to SLAs, warranty status, and issue criticality
  • Accurately log all interactions and technical findings in the ticketing system (e.g., MS Dynamics 365 Customer Service)
  • Identify and report recurring technical issues to support trend analysis and product improvements
  • Stay up to date with EV charger models, firmware updates, and support procedures
  • Ensure compliance with safety and operational standards during all remote interactions

Candidate Profile

  • Fluency in Dutch and German (mandatory)
  • Good command of English
  • High school diploma or equivalent (technical education or certifications are a plus)
  • Experience in customer-facing technical support (call center, technical helpdesk, or eMobility preferred)
  • Basic understanding of electrical systems, IoT devices, and network troubleshooting (Wi-Fi, Ethernet, SIM-based connectivity)
  • Familiarity with EV charging standards (Type 2, CCS, OCPP) is an advantage
  • Strong communication skills, able to explain technical concepts to non-technical users
  • Comfortable using CRM and ticketing systems
  • Availability for shift-based work, including weekends and holidays
  • Experience handling multiple support channels (chat, email, voice, back office) is a plus
  • Hybrid work readiness and residence in the Lisbon area

Work Schedule

  • Rotating shifts to ensure 24/7 coverage
  • Monday–Friday (08:00–17:00): on-site
  • All other shifts: remote

Compensation & Benefits

  • Base salary: €950 gross/month
  • Language allowance: €400/month
  • Meal allowance: €10.20/day worked (up to €224.40/month)
  • Transport allowance: €40/month
  • Fully paid training
  • Performance-based bonuses and allowances
  • Health insurance after 30 days

Why Apply?

  • Join a fast-growing company in the customer experience and eMobility space
  • Work with a global technology brand
  • Receive structured training and real career progression opportunities
  • Benefit from a competitive compensation package and hybrid work model

Data Protection Notice

By submitting your application, you consent to the processing of your CV and personal data for recruitment purposes, in accordance with the General Data Protection Regulation (GDPR).

Skills: dutch,german,technical support

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