L2 Technical Support Representative

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 problems associated with EV chargers and their networks.

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

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

• Observe and evaluate system performance, proactively recognizing potential issues.

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

• Support firmware upgrades, system integrations, and remote diagnostics.

• Provide technical training to clients and internal teams on best practices.

• Keep abreast of industry developments, emerging technologies, and product enhancements.

• Collaborate with the sales department to understand customer requirements and offer pre-sales technical support.

• Ensure adherence to industry standards and safety regulations.

• Carry out other specific duties related to the role as they arise.

⛳️ Requirements

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

• Previous experience in technical support, customer service, or a comparable role.

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

• Strong troubleshooting capabilities with hardware, software, and networking components.

• Experience with CRM and ticketing systems (e.g., Zendesk, Freshdesk, or similar).

• Exceptional communication skills with the ability to convey technical concepts to non-technical users.

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

• Proficient in Microsoft Office Suite and Google Workspace.

• High attention to detail and a commitment to customer satisfaction.

🏝️ Benefits

• Work from home

• Shifting schedule

• HMO with 2 free dependents and medical reimbursements

• Government-mandated benefits

• Opportunities to collaborate with leading companies in Australia and beyond

• Training programs for career advancement

• Engaging company outings, team activities, and wellness sessions

• Supportive and inclusive culture

• Dedicated managers focused on your growth and success

• Competitive pay and benefits

• Additional entitlements

• Structured career development programs

• Equal opportunity and inclusive workplace

• Stability, growth, and a people-first culture