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DESCRIPTION
David Kennedy Recruitment partnered with a renowned Business Process Outsourcing (BPO), specializing in supporting high-growth and disruptive companies, to find a Technical Support Specialist for their offices in Lisbon.
Position: Technical Support Specialist
Location: Lisbon, Portugal
Employment type: Full-time
Remuneration: Base salary.
What you'll do:
- 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 German (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.