L1 Technical Support Representative - Work From Home | Shifting Schedule

Two Connect; Philippinen; Remote; PHP 2.680.000 - 4.084.000; Vollzeit

Benefits dieser Stelle

Remote work

HMO with dependents

Career development training

Wellness programs

Team outings

Zusammenfassung

Two Connect is hiring a L1 Technical Support Representative to provide remote technical support for EV charging stations. You will troubleshoot hardware/software issues, guide customers through setup, and escalate complex cases to engineering as needed.

The role requires strong troubleshooting, CRM/ticketing experience, and excellent communication. Work from home with a shifting schedule supporting international clients, including Australia and beyond.

Qualifikationen

• Bachelor's degree in Engineering, IT or related technical field preferred.
• Prior experience in technical support or similar role.
• Knowledge of EV charging infrastructure, power systems, or renewable energy is a plus.
• Strong troubleshooting skills with hardware, software, and networking components.
• Experience using CRM and ticketing systems (e.g., Zendesk, Freshdesk, or similar).
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage multiple inquiries effectively.
• Proficiency in Microsoft Office Suite and Google Workspace.
• Strong attention to detail and commitment to customer satisfaction.

Aufgaben

• Provide technical support to customers regarding EV charging stations via phone, email, and live chat.
• Diagnose and troubleshoot hardware and software issues related to EV chargers and their networks.
• Guide customers through installation, setup, and maintenance procedures.
• Escalate complex issues to the engineering or field service team as required.
• Monitor and analyse system performance, identifying potential issues proactively.
• Ensure timely documentation of customer interactions, troubleshooting steps, and solutions in the ticketing system.
• Assist in firmware updates, system integrations, and remote diagnostics.
• Provide technical training to customers and internal teams on best practices.
• Stay up to date with industry trends, emerging technologies, and product updates.
• Collaborate with the sales team to identify customer needs and provide pre-sales technical assistance.
• Ensure compliance with industry standards and safety regulations.

Kenntnisse

Troubleshooting

CRM systems

Communication

Independent worker

Ausbildung

Bachelor's degree in Engineering/IT

Tools

Zendesk

Freshdesk

Jobbeschreibung

L1 Technical Support Representative - Work from Home | Shifting Schedule

Company : Two Connect

Job Type : Full Time Remote / Work from Home

Job Description - L1 Technical Support Representative - Work from Home | Shifting Schedule

• Provide technical support to customers regarding EV charging stations via phone, email, and live chat.
• Diagnose and troubleshoot hardware and software issues related to EV chargers and their networks.
• Guide customers through installation, setup, and maintenance procedures.
• Escalate complex issues to the engineering or field service team as required.
• Monitor and analyse system performance, identifying potential issues proactively.
• Ensure timely documentation of customer interactions, troubleshooting steps, and solutions in the ticketing system.
• Assist in firmware updates, system integrations, and remote diagnostics.
• Provide technical training to customers and internal teams on best practices.
• Stay up to date with industry trends, emerging technologies, and product updates.
• Collaborate with the sales team to identify customer needs and provide pre-sales technical assistance.
• Ensure compliance with industry standards and safety regulations.
• Other role specific duties that may arise.

Requirements

• Bachelor's degree in Engineering, IT, or a related technical field preferred.
• Prior experience in technical support, customer service, or a similar role.
• Knowledge of electric vehicle charging infrastructure, power systems, or renewable energy is a plus.
• Strong troubleshooting skills with hardware, software, and networking components.
• Experience using CRM and ticketing systems (e.g., Zendesk, Freshdesk, or similar).
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage multiple customer inquiries effectively.
• Proficiency in Microsoft Office Suite and Google Workspace.
• Strong attention to detail and commitment to customer satisfaction.

Benefits

Why Join Twoconnect?

We offer more than just a job - we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• Work from home
• Shifting schedule
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

About the Company

Two Connect

Twoconnect is an Australian-owned managed offshoring services provider. We help improve efficiency and reduce operating costs by seamlessly integrating remote staff in the Philippines with local operations.