Principal Product Support Engineer at Hewlett Packard Enterprise resolving complex technical issues for federal customers in Private Cloud environments. Leading troubleshooting and collaboration with engineering teams for product enhancements.
About the role
- Technical Support Specialist providing assistance for customers experiencing issues with electric vehicle charging stations. Fluent in Dutch and English, with a focus on troubleshooting and customer support.
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.
Requirements
- Fluency in Dutch 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).
- Work in a hybrid setup.
- Residence in the Lisbon area.
Benefits
- Basic Salary: EUR 950.00 gross/month
- Language Allowance (Dutch + English): EUR 400.00/month
- 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.
- Bonus and allowances vary depending on attendance and performance.
- Health insurance after 30 days
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