Dutch Speaking Quality Analyst

 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.

€1550/month + €9 daily meal allowance + health insurance