📍 Location: Lisbon, Hybrid
🕒 Employment Type: Full-time

Are you passionate about delivering excellent customer service and finding practical solutions for technical challenges? We invite you to join our vibrant team as a Technical Support Specialist (German or Dutch). This is a fantastic opportunity to build your career in technical support, helping users across Europe, while enjoying the flexibility of a remote position. Bring your expertise in problem-solving, communication, and digital technologies to make a significant impact on both our users and our rapidly-growing brand.

DUTIES AND RESPONSIBILITIES:

• Deliver customer support via phone, email, or chat for issues related to product usage, connectivity, and functionality.
• Conduct initial troubleshooting, including verifying power, network status, and device interfaces.
• Assist users with standard support procedures, such as performing resets, checking connections, and configuring apps.
• Escalate complex or unresolved problems to higher-tier support teams with comprehensive documentation.
• Help update the knowledge base and recommend process improvements based on frequently encountered issues.
• Manage support cases by prioritizing according to urgency, service agreements, and issue severity.
• Accurately record all customer interactions and technical diagnostics in ticketing or CRM systems.
• Track trends in support requests and provide feedback to enhance product reliability.
• Stay informed about product updates, software changes, and support protocols.
• Ensure that all remote support adheres to operational and safety guidelines.

REQUIREMENTS:

• Fluent in German or Dutch (C1) with strong written and spoken skills, along with proficiency in English (minimum B2).
• High school diploma or equivalent; technical certifications or training are advantageous.
• Experience in a technical customer support role, preferably in a contact center or technology environment.
• Basic understanding of electrical systems, IoT devices, or general network troubleshooting.
• Knowledge of technical standards or protocols is a plus.
• Strong communication skills to explain technical concepts clearly to non-technical users.
• Skilled in CRM or ticketing software for support case management.
• Willingness to work shifts, including evenings, weekends, and holidays.
• Experience providing support across multiple channels (chat, email, phone, back office) is desirable.
• Ability to work in a hybrid environment; local residency may be required depending on operational needs.

OFFER:

• Lunch vouchers valued at 10.20 EUR per day.
• Hybrid work schedule, including evenings and weekends.
• Transportation support with 40 EUR allowance or company shuttle.
• Additional paid day off for birthdays.
• Career development support and resources to achieve professional potential.

Your Journey as a Technical Support Specialist Starts Here

Step into a rewarding, inclusive environment where your technical expertise and commitment to service excellence are recognised. As a Technical Support Specialist, you will play a key role in transforming user experiences, collaborating with an energised team, and supporting our brand’s growth throughout the EU and beyond.

Our Diversity and Inclusion Promise

We are committed to fostering a respectful, inclusive, and diverse workspace. We welcome applications from all qualified individuals regardless of gender, ethnicity, disability, age, sexual orientation, or background. Bring your unique perspective and help us make technology accessible to everyone.