David Kennedy Recruitment
Technical Support Specialist (Dutch)
- Compensation
- Not disclosed
- Location
- Lisbon, PT
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- 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
Full description
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