DESCRIPTION
Dutch Speaking Tech Support
Remote based in Portugal.
€1550/month + €9 daily meal allowance + health insurance
6 month contract
Schedule: Monday to Friday, 9:00 AM – 6:00 PM
Candidates should have a minimum of 6 months of customer service experience and a demonstrated interest in IT
Remote based in Portugal, candidates must already live in Portugal already.
About the Role
We’re looking for a customer-focused Product Support Specialist to deliver high-quality technical support across our range of audio products. This includes headphones, earbuds, speakers, soundbars, and smart home devices.
In this role, you’ll help customers troubleshoot issues, guide them through setup, and make sure every interaction feels smooth and supportive. The goal is simple: solve problems quickly and leave customers with a great impression of the brand.
What You’ll Do
Customer Support
Provide support across phone, chat, email, and social channels. Communicate clearly, show empathy, and work efficiently to resolve issues.
Technical Troubleshooting
Diagnose and fix common product issues, including:
Bluetooth pairing and connectivity
Wi-Fi setup
Audio quality and ANC performance
Firmware updates
App connectivity
Voice assistant integrations (Alexa, Google Assistant)
Device resets and basic diagnostics
Workflow & Tools
Log and manage cases using CRM systems like Salesforce or Zendesk. Follow internal processes and escalate more complex issues to Tier 2 or Engineering when needed.
Warranty & Service
Check warranty eligibility and handle replacement or repair requests (RMA). Track shipments and guide customers on proper product care.
Knowledge Management
Help improve internal and customer-facing resources, including FAQs, troubleshooting guides, and support macros.
Customer Advocacy
Spot patterns in customer issues and share feedback with Product, QA, and Engineering teams to help improve products and reduce recurring problems.
Quality & Compliance
Meet performance targets such as CSAT, first contact resolution, and response times. Follow data privacy standards and maintain the brand’s tone of voice.
What You’ll Bring
Experience
1–3 years in technical customer support, ideally in consumer electronics, audio, or IoT.
Languages
Fluency in Dutch (native/C1 level), plus strong English skills.
Technical Skills
Solid understanding of Bluetooth, Wi-Fi, and device pairing
Familiarity with iOS and Android settings
Experience with firmware updates and app troubleshooting
Comfortable using CRM/ticketing systems and diagnostic tools
Soft Skills
Strong communication, active listening, and problem-solving skills. Able to stay calm under pressure and handle challenging situations professionally.
Nice to Have
Basic audio knowledge (codecs, latency, impedance)
Home theater concepts (HDMI ARC/eARC, CEC)
Experience with smart home ecosystems
Education
Bachelor’s degree preferred, or equivalent hands-on experience.
REQUIREMENTS
Native-level Dutch and good English communication skills.
Already live in Portugal.
OFFER
€1550/month + €9 daily meal allowance + health insurance
