Technical Support Specialist (Dutch)

Location: Lisbon, Portugal Workplace: none 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