Technical Support Specialist

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