Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
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
Deposit Operations Support Analyst responsible for managing legal requests and providing customer support. Handling various operational tasks to ensure compliance and customer satisfaction within the bank.
Manage and grow a Technical Customer Support team at Anrok. Focus on customer - first processes and collaboration with Product and Engineering teams.
2nd Line Support Engineer at Darktrace providing IT support and troubleshooting for cybersecurity technologies. Collaborating with first and third line support while managing problem resolution and documentation.
VP of Technical Support Engineering at Slack overseeing global support and engagement strategies. Leading teams to ensure effective practices for exceptional customer experiences
U - Haul seeking a U - Box Field Support Analyst for operational support in Phoenix, Arizona. Role involves handling live support, incident management, and critical thinking in a high - volume environment.
Senior IT Customer Support Technician providing IT support for 500+ Army personnel. Resolving technical issues and ensuring optimal operation of computer systems on - site in South Carolina.
Technical Support Technician at Evertec responsible for support and control of tech equipment. Engaging in infrastructure projects within a dynamic and innovative financial technology environment.
Technical Support role providing assistance and maintenance for financial technology solutions. Join Evertec in São Paulo, a leader in financial software solutions.
Support Technician helping healthcare clients with IT technology and support. Providing hands - on experience in service desk operations and client management.