L2 Technical Support Representative - Work from home | Shifting Schedule

Twoconnect; United States; Remote; USD 55,000 - 90,000; Full time

Benefits offered by this job

Work from home

Shifting schedule

HMO with 2 free dependents and medical

reimbursements

Government-mandated benefits

Career development programs

Team outings and wellness sessions

Job summary

Twoconnect is seeking a remote technical support specialist to assist customers across multiple channels and provide Level 2 hardware troubleshooting for EV products. You will create and manage tickets, escalate issues when needed, and coordinate with various teams to ensure timely resolutions.

The ideal candidate holds a bachelor’s degree, has at least 3 years of technical support experience, and is adept with CRM systems. Join a globally connected company that values growth and collaboration.

Qualifications

• Bachelor’s 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 a plus.
• 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.

Responsibilities

• Answer customer enquiries about products and services through 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.

Skills

Communication

Problem solving

Teamwork

Attention to detail

Self-motivation

Quick learner

Independent work

Education

Bachelor's degree

Tools

CRM software

Ticketing systems

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.

• Bachelor’s 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.