Technical Support Specialist - Dutch

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