L2 Technical Support Representative - Work From Home Shifting Schedule

Twoconnect; Manila; Remote; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Work from home

Shifting schedule

HMO with 2 free dependents and medical

Government-mandated benefits

Job summary

Twoconnect, a global facilitator of opportunities for Filipino professionals, is seeking a capable Frontline Support Specialist based in Manila. This remote role handles customer inquiries about products and services across live chats, emails, and calls, and manages tickets to monitor issue resolution.

You will provide Level 2 technical support for EV products, focusing on hardware setup, configuration and maintenance, while coordinating with teams and ensuring quality service.

Qualifications

• Bachelor's degree in a related field is required.
• At least 3 years of experience in technical support.
• Experience in Level 2 technical support and hardware troubleshooting.
• Familiar with CRM software and ticketing systems.
• Strong communication and teamwork skills.
• Self-motivated with attention to detail.

Responsibilities

• Answer customer inquiries via live chat, email, and phone.
• Create and manage support tickets to track progress.
• Provide Level 2 hardware troubleshooting for EV products.
• Redirect and escalate to appropriate departments.
• Set up appointments and follow up with customers.
• Maintain records of customer interactions.
• Deliver high-quality inbound/outbound communication.
• Collaborate with teams to resolve issues.

Skills

Technical support

L2 hardware troubleshooting

Strong communication

Problem solving

Teamwork

Self-motivated

Education

Bachelor's degree in related field

Tools

CRM software

Ticketing systems

Job description

Job Description:

• As a frontliner, answer customer enquiries about products and services through various channels, such as live chats, online messages, emails, or phone calls.
• Create customer support tickets to track and monitor progress on resolving customer queries.
• Provide Level 2 technical support for EV products, focusing on hardware troubleshooting, set-up, configuration, and maintenance, as well as delivery and logistics concerns.
• Redirect customers to the appropriate agency or department for handling.
• Escalate complex customer complaints or technical issues to the appropriate support team.
• Set up appointments or follow up with customers after first contact.
• Update records of customer interactions.
• Provide general customer support as the need arises.
• Ensure inbound and outbound communication reflects the best of the company.

• Bachelors degree in any related field or equivalent.
• Minimum of 3 years' experience in technical support or a similar role.
• Experience in L2 technical support and hardware troubleshooting, preferably involving EV products or related electrical equipment, is an advantage.
• Familiar with customer relationship management (CRM) software and/or ticketing systems.
• Strong communication and problem-solving skills, with the ability to work well within a team.
• Quick learner with sharp attention to detail and a willingness to develop new skills.
• Self-motivated and proactive, able to work independently with minimal supervision.

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.