Technical Support Specialist

Tier 1 Technical Support Specialist (German, Dutch with English) – Lisbon

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of the Inc 5000 fastest‑growing companies in the US, we help our clients reach their business growth potential through transformation and growth initiatives.

Job Summary: As a Level 1 Technical Support Specialist in our e
Mobility call center, you will be the first point of contact for customers experiencing issues with electric vehicle (EV) charging stations. You will provide prompt, professional, and technically sound support to ensure minimal downtime and a positive customer experience. You will perform basic troubleshooting, escalate complex issues, and contribute to the efficient operation of our EV charging infrastructure.

Essential Duties and 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.

Minimum Requirements and Qualifications

• High school diploma or equivalent required; technical training or certifications in IT, electronics, or automotive systems are a plus.
• Experience in a
  - facing technical support role, preferably in a call center or e
  Mobility environment.
• Basic understanding of electrical systems, Io
  T 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
  - technical users.
• Proficiency in using CRM and ticketing systems.
• Ability to work in a
  - based environment, including weekends and holidays.
• Proficiency in English;
  - level German or Dutch is mandatory.
• Preferably experience managing different support channels (chat, email, voice, back office).
• Work in a hybrid setup; Residence in the Lisbon area.

Location: Lisbon area (Hybrid)