L1 Technical Support Representative – Shifting Schedule

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

📋 Description

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

• Identify and resolve hardware and software challenges associated with EV chargers and their networks.

• Support customers with installation, configuration, and maintenance procedures.

• Refer intricate issues to engineering or field service teams.

• Oversee and assess system performance while proactively identifying potential problems.

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

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

• Provide technical training to both customers and internal teams.

• Keep abreast of industry trends, emerging technologies, and product advancements.

• Collaborate with the sales team to address customer requirements and offer pre-sales technical support.

• Ensure adherence to industry standards and safety regulations.

• Carry out other role-specific responsibilities as necessary.

⛳️ Requirements

• Bachelor’s degree in Engineering, IT, or a related technical discipline is preferred.

• Previous experience in technical support, customer service, or a comparable 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 skills and the ability to elucidate technical concepts to non-technical users.

• Capability to work autonomously and manage multiple customer inquiries efficiently.

• Proficiency in Microsoft Office Suite and Google Workspace.

• Strong attention to detail and dedication to ensuring customer satisfaction.

🏝️ Benefits

• Permanent remote work opportunity.

• Flexible schedule, including evening and weekend coverage.

• Health Maintenance Organization (HMO) with two free dependents and medical reimbursements after three months of employment.

• Government-mandated benefits.

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

• Training programs for career advancement.

• Company outings, team-building activities, and wellness sessions.

• Supportive and inclusive culture.

• Dedicated managers focused on the growth and success of employees.

• Additional entitlements.

• Structured career development programs.

• Equal opportunity and inclusive workplace.