Hybrid Tier 1 Technical Support Specialist, German

at Recruityard

• Job title: Tier 1 Technical Support Specialist, German
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: €1,350 - €1,550 per month
• Degree requirement: High School Diploma
• Tech skills: IoT
• Location requirements: Hybrid, Lisboa, Portugal

About the role

• Tier 1 Technical Support Specialist in eMobility call center assisting customers with EV charger issues. Providing technical support and performing diagnostics for optimal customer experience.

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 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).
• Work in a hybrid setup.
• Residence in the Lisbon area.

Benefits

• Basic Salary: EUR 950.00 gross/month
• Language Allowance (German + 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.
• Health insurance after 30 days