Technical Support Specialist with German in Lisbon

📋 Descrição da Função

We are currently seeking a German-speaking Tier 1 Technical Support Specialist to join our growing eMobility support team in Lisbon. This role is ideal for individuals who are tech-savvy and fluent in both German and English, providing technical assistance to users of a global technology platform.

🎯 Responsabilidades

• Respond to customer inquiries: 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.
• Perform initial diagnostics: You will perform basic troubleshooting on charging stations, including power status, network connectivity, and user interface issues.
• Guide customers through standard troubleshooting steps: You will assist customers in resolving common problems by guiding them through standard troubleshooting steps such as resets, cable inspections, and mobile app configurations.
• Escalate complex issues: When necessary, you will escalate unresolved or complex issues to Tier 2 support or field service teams, ensuring detailed and accurate documentation of the issue.
• Contribute to knowledge management: You will contribute to knowledge management by documenting daily operations and recurring issues for continuous improvement.
• Prioritize case handling: Based on Service Level Agreements (SLAs), warranty status, and issue severity, you will prioritize cases in a timely manner.
• Log all support interactions: You will accurately log all support interactions and technical findings in the ticketing system (e.g., MS Dynamics 365 Customer Service).
• Monitor and report recurring issues: You will monitor and report recurring technical issues to support trend analysis and product reliability improvements.
• Stay current with EV charger models: You will stay updated on the latest EV charger models, firmware updates, and support procedures.

📋 Requisitos

• Fluency in German and proficient 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 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.
• Experience managing different support channels (chat, email, voice, back office) is preferred.

💰 Condições

Salário

Basic Salary: EUR 950.00 gross/month

Benefícios

• Language Allowance: EUR 400.00/month for German and English.
• Meal Allowance: Up to EUR 224.40/month (based on daily working hours).
• Transport Allowance: EUR 40.00/month.

Health insurance after 30 days.

Outros

• Bonus and allowances vary depending on attendance and performance.
• By applying, you are giving your GDPR consent for your CV and personal details to be processed for recruitment purposes.

Join a fast-growing and reputable company that supports 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.

If you're fluent in German, tech-savvy, and eager to help customers solve technical problems - we'd love to hear from you!