Job Description

Position: Technical Support Specialist

Location: Lisbon, Portugal

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Provide customer support through phone, email, or chat for product usage, connectivity, and functionality issues.
• Perform initial troubleshooting, including checks on power, network status, and device interfaces.
• Guide users through standard support procedures such as resets, connection checks, and app configurations.
• Escalate unresolved or complex issues to higher-level support teams with thorough documentation.
• Contribute to knowledge base updates and suggest process improvements based on recurring issues.
• Manage support cases based on priority, service agreements, and issue urgenc
• Accurately document all customer interactions and technical diagnostics in a ticketing or CRM system.
• Monitor trends in support issues and report insights to improve product reliability.
• Stay updated on product developments, software updates, and support protocols.
• Ensure all remote support activities comply with operational and safety standards.

REQUIREMENTS:

• Native/fluent in Dutch (C1), with strong written and oral skills, as well as proficiency in English (at least B2)
• High school diploma or equivalent; technical training or certifications are a plus.
• Experience in a customer-facing technical support role, ideally in a contact centre or tech environment.
• Basic knowledge of electrical systems, IoT devices, or general network troubleshooting.
• Familiarity with technical standards or protocols is an advantage.
• Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Proficient in using CRM or ticketing tools for support tracking.
• Willingness to work in shifts, including weekends and holidays.
• Experience supporting multiple communication channels (chat, email, voice, back office) is desirable.
• Able to work in a hybrid setup; local residency may be required based on operational needs.

OFFER:

• Lunch vouchers 10,20 EUR per day.
• Hybrid working (evenings/weekends)
• 40 EUR transportation allowance or company shuttle.
• Additional birthday day off.
• Guidance and tools to reach career potential.