Dutch Speaking Tech Support – Remote anywhere in Lisbon

We’re looking for a customer-obsessed specialists to provide exceptional technical support for audio products (headphones, earbuds, speakers, soundbars, and smart home devices). You’ll troubleshoot hardware/software issues, guide customers through setup and connectivity (Bluetooth/Wi-Fi), and ensure a premium experience that reflects the brand.

• Customer Support: Deliver multi-channel support (phone, chat, email, social) with empathy,

clarity, and efficiency.

• Technical Troubleshooting: Diagnose and resolve product issues including Bluetooth pairing.

• Workflow & Tools: Log all cases in the CRM (e.g., Salesforce/Zendesk), follow documented

SOPs, and escalate to Tier 2/Engineering when needed.

• Warranty & Service: Validate warranty, initiate replacements/repairs (RMA), track logistics,

and educate customers on care and maintenance.

• Knowledge Management: Contribute to and improve knowledge base articles, FAQs, macros,

and troubleshooting flows.

• Customer Advocacy: Capture product feedback and recurring defects; partner with

QA/Engineering/PM to drive fixes and product improvements.

• Experience: 1–3 years in technical customer support (consumer electronics, audio, or IoT

preferred).

• Native/C1/B2 level [Dutch/ Italian] language skills in combination with excellent English

language.

o Strong understanding of Bluetooth, Wi-Fi, device pairing, and mobile OS settings

(iOS/Android).

o Familiarity with firmware updates, driver issues (desktop), and app troubleshooting.

o Comfort using CRM/ticketing systems and remote diagnostics tools.

• Soft Skills: Exceptional communication, active listening, de-escalation, and problem-solving;

calm under pressure.