Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
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
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Lead subject matter expert efforts on Teradyne platforms and support Product Development process in Seoul, KR. Analyze trends for system reliability and provide customer support.
Senior Support Engineer providing technical support to dental practices at Overjet. Handling inquiries and troubleshooting issues while assisting with customer success requests.
Technical Support Engineer providing 2nd level support for SCADA systems in a hybrid model. Collaborating with service technicians globally and assisting in product release processes.
Senior Desktop Support Technician managing DHS desktop computing environment and peripherals. Providing advanced end user support and maintenance in a hybrid role across Allegheny County.
Warehouse material handler ensuring product quality and order accuracy at Thorne. Role involves receiving deliveries, conducting inventory, and maintaining a safe work environment.
Sales Support Analyst managing the overall administration and oversight of sales support activities. Responsible for new processing, client setup, and issue resolution for Highmark Health.
Field Service Support Technician providing in - home installations and service for Connect America's Lifeline products. Seeking a compassionate individual for customer service roles in the Detroit area.
Support Engineer at Zinc providing tech support for user issues. Collaborating with Customer Success and Engineering teams to resolve bugs and improve processes.
Join a global team as Technical Support Specialist assisting customers with support requests. Shape customer experience through innovative solutions and collaboration with cross - functional teams.