L1 Technical Support (EV Chargers) - Dutch/German

• 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

• 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 German or Dutch is mandatory;
  
• Preferably has experience managing different support channels (chat, email, voice, back office);
  
• Work in a hybrid setup;
  
• Residence in the Lisbon area.