Level 1 Technical Support Specialist (Dutch)

Flink Beheer; São Domingos de Benfica; Híbrido; EUR 18 000 - 28 000; Tempo integral

Resumo da oferta

Enshored is seeking a Level 1 Technical Support Specialist for its eMobility call center. You will be the first contact for customers facing issues with EV charging stations, delivering prompt, professional assistance and basic troubleshooting to minimize downtime and ensure a positive experience.

You will perform diagnostics, guide customers through steps, and escalate complex cases while maintaining documentation and evolving knowledge of charging hardware and software.

Qualificações

• High school diploma or equivalent.
• Technical training or IT/electronics certifications preferred.
• Experience in a customer-facing technical support role.
• Familiarity with EV charging standards is a plus.
• Residence in the Lisbon area and ability to work in a hybrid setup.

Responsabilidades

• Answer inquiries via phone, email, or chat about EV charger functionality and usage.
• Perform initial diagnostics on charging stations (power, network, UI).
• Guide customers through resets and app configurations.
• Escalate complex issues to Tier 2 with documentation.
• Log interactions in the ticketing system (MS Dynamics 365) and contribute to knowledge base.
• Monitor recurring issues for trend analysis and product reliability.
• Stay updated on EV charger models, firmware, and support procedures.
• Ensure safety during remote support activities.

Conhecimentos

Customer support

Troubleshooting

CRM usage

Communication skills

English fluency

Dutch language

Formação académica

High school diploma

IT training

Ferramentas

MS Dynamics 365

Descrição da oferta de emprego

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation. Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people. Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve. Don’t just take our word for it; experience the growth yourself!

Job Summary:

As a Level 1 Technical Support Specialist in our eMobility call center, 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 to ensure minimal downtime and a positive customer experience. You will perform basic troubleshooting, and contribute to the efficient operation of our EV charging infrastructure.

Essential Duties and Responsibilities:

• Respond to customer inquiries via phone, email, or chat regarding EV charger functionality, connectivity, and usage.
• Perform initial diagnostics on charging stations, including power status, network connectivity, and user interface issues.
• Guide customers through standard troubleshooting steps such as resets, cable inspections, and mobile app configurations.
• Escalate unresolved or complex issues to Tier 2 support or field service teams, ensuring detailed and accurate documentation.
• Contribute to knowledge management and continuous improvement based on daily operations and recurring issues.
• Prioritize case handling based on service level agreements (SLAs), warranty status, and issue severity.
• Accurately log all support interactions and technical findings in the ticketing system (e.g., MS Dynamics 365 Customer Service).
• Monitor and report recurring technical issues to support trend analysis and product reliability improvements.
• Stay current with the latest EV charger models, firmware updates, and support procedures.
• Ensure compliance with safety and operational standards during all remote support interactions.

Minimum Requirements and Qualifications:

• 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 with the ability 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.
• Languages: Proficiency in English is required; native-level Dutch is mandatory.
• Preferably has experience managing multiple support channels (chat, email, voice, back-office).
• Work in a hybrid setup.
• Residence in the Lisbon area.