L1 Technical Support Representative – Dayshift

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver technical assistance to customers concerning EV charging stations through phone, email, and live chat.

• Identify and resolve hardware and software issues related to EV chargers and their networks.

• Assist customers with installation, setup, and maintenance processes.

• Refer complex issues to the engineering or field service team as necessary.

• Monitor and assess system performance, proactively identifying potential issues.

• Record customer interactions, troubleshooting actions, and solutions in the ticketing system.

• Aid in firmware updates, system integrations, and remote diagnostics.

• Offer technical training to customers and internal teams on best practices.

• Keep informed about industry trends, emerging technologies, and product updates.

• Work collaboratively with the sales team to discern customer needs and provide pre-sales technical support.

• Ensure adherence to industry standards and safety regulations.

• Carry out other role-specific tasks as necessary.

⛳️ Requirements

• A bachelor's degree in Engineering, IT, or a related technical discipline is preferred.

• Previous experience in technical support, customer service, or a similar position.

• Familiarity with electric vehicle charging infrastructure, power systems, or renewable energy is advantageous.

• Strong skills in troubleshooting hardware, software, and networking components.

• Experience with CRM and ticketing systems such as Zendesk or Freshdesk.

• Exceptional communication abilities and the capability to clarify technical concepts to non-technical users.

• Ability to work autonomously while effectively managing multiple customer inquiries.

• Proficiency in Microsoft Office Suite and Google Workspace.

• Keen attention to detail and a dedication to customer satisfaction.

🏝️ Benefits

• Permanent remote work arrangement.

• Health Maintenance Organization (HMO) with coverage for 2 dependents and medical reimbursements.

• Government-mandated benefits.

• Opportunities to collaborate with leading companies in Australia and beyond.

• Training programs aimed at career development.

• Company outings and team activities.

• Wellness sessions.

• A supportive and inclusive culture.

• Dedicated managers focused on your growth and success.

• Competitive salary and benefits package.

• Additional entitlements.

• Structured career development programs.

• A people-first culture that prioritizes stability, growth, and genuine care.

• Equal opportunity employer.

• A culturally diverse and inclusive workplace.