IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
About the role
- Technical Support Specialist providing assistance for users of electric vehicle charging stations. Troubleshooting and resolving customer issues in a hybrid setup while fluent in German and English.
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)
- Residence in the Lisbon area
Benefits
- 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
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