L2 Technical Support Representative - Work from home | Shifting schedule

Twoconnect Philippines, Inc.; Metro Manila; Remote; PHP 335,000 - 670,000; Full time

Benefits offered by this job

Work from home

Shifting schedule

HMO with 2 free dependents and medical

Government-mandated benefits

Training programmes

Team outings and wellness sessions

Inclusive culture

Job summary

Twoconnect Philippines, Inc. is seeking a technical support professional to assist customers with EV charging stations via phone, email, and live chat. You will diagnose hardware and software issues, guide installations, and escalate complex cases as needed.

Responsibilities include monitoring system performance, documenting troubleshooting steps, and providing remote diagnostics. The role offers a remote, shift-based schedule and opportunities to train customers and internal teams.

Qualifications

• 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 EV charging infrastructure 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).
• Excellent communication skills and ability to explain technical concepts to non-technical users.
• Ability to work independently and manage multiple inquiries.

Responsibilities

• 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 engineering or field service teams as required.
• Monitor and analyze system performance and identify potential issues.
• Document 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 sales to identify customer needs and provide pre-sales technical assistance.
• Ensure compliance with industry standards and safety regulations.
• Other role-specific duties as arise.

Skills

Technical support

Customer service

Troubleshooting

CRM

Ticketing systems

Communication

Documentation

Independent work

Office apps

Education

Bachelor's degree in Engineering/IT or related field

Tools

Zendesk

Freshdesk

Job description

Description

• 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.