Tech Support Specialist (German) EV Industry

Job description:

Description

David Kennedy Recruitment partnered with a renowned Business Process Outsourcing (BPO), specializing in supporting high-growth and disruptive companies, to find a Technical Support Specialist for their offices in Lisbon. Position: Technical Support Specialist Location: Lisbon, Portugal Employment type: Full-time Remuneration: Base salary. What you'll do:Provide customer support through phone, email, or chat for product usage, connectivity, and functionality issues. Perform initial troubleshooting, including checks on power, network status, and device interfaces. Guide users through standard support procedures such as resets, connection checks, and app configurations. Escalate unresolved or complex issues to higher-level support teams with thorough documentation. Contribute to knowledge base updates and suggest process improvements based on recurring issues. Manage support cases based on priority, service agreements, and issue urgenc Accurately document all customer interactions and technical diagnostics in a ticketing or CRM system. Monitor trends in support issues and report insights to improve product reliability. Stay updated on product developments, software updates, and support protocols. Ensure all remote support activities comply with operational and safety standards.

Requirements

Native/fluent in German (C1), with strong written and oral skills, as well as proficiency in English (at least B2) High school diploma or equivalent; technical training or certifications are a plus. Experience in a customer-facing technical support role, ideally in a contact centre or tech environment. Basic knowledge of electrical systems, IoT devices, or general network troubleshooting. Familiarity with technical standards or protocols is an advantage. Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users. Proficient in using CRM or ticketing tools for support tracking. Willingness to work in shifts, including weekends and holidays. Experience supporting multiple communication channels (chat, email, voice, back office) is desirable. Able to work in a hybrid setup; local residency may be required based on operational needs.

Offer

Lunch vouchers 10,20 EUR per day. Hybrid working (evenings/weekends) 40 EUR transportation allowance or company shuttle. Additional birthday day off. Guidance and tools to reach career potential.