Recruityard

Technical Support Specialist, German

Recruityard

full-time

Posted on:

Location Type: Hybrid

Location: Lisboa • 🇵🇹 Portugal

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Salary

💰 €1,350 - €1,550 per month

Job Level

Mid-LevelSenior

Tech Stack

IoT

About the role

  • 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

Requirements

  • Fluency in German and proficient in English
  • 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
  • Preferably has experience managing different support channels (chat, email, voice, back office)
  • Residence in the Lisbon area
Benefits
  • Meal Allowance of EUR 10.20 per day worked - up to EUR 224.40/month
  • Transport Allowance: EUR 40.00/month
  • Full training provided and paid
  • Health insurance after 30 days

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
diagnosticstroubleshootingnetwork troubleshootingelectrical systemsIoT devicesEV charging standardsfirmware updatestechnical supportticketing systemscase handling
Soft skills
communication skillscustomer serviceproblem-solvingdocumentationprioritizationteam collaborationadaptabilityattention to detailtechnical explanationcontinuous improvement
Certifications
technical training in ITtechnical training in electronicstechnical training in automotive systems