L2 Technical Support Representative

TwoconnectEV charging

Workable workplace: remote; Workable locations: Metro Manila, PhilippinesFull-Time

Salary not disclosed

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Job Details

Required Skills: Microsoft Office SuiteCustomer serviceZendeskNetworkingTechnical supportCRM

Have prior experience in technical support, customer service, or a similar role.
Bring strong troubleshooting skills across hardware, software, and networking components.
Have experience with CRM and ticketing systems such as Zendesk, Freshdesk, or similar.
Be proficient in Microsoft Office Suite and Google Workspace.
Be able to work independently and manage multiple customer inquiries effectively.
Have strong attention to detail and a commitment to customer satisfaction.
A bachelor's degree in Engineering, IT, or a related technical field is preferred.
Knowledge of electric vehicle charging infrastructure, power systems, or renewable energy is a plus.

Provide customer support for EV charging stations by phone, email, and live chat.
Diagnose and troubleshoot hardware and software issues involving EV chargers and their networks.
Guide customers through installation, setup, and maintenance procedures.
Escalate complex issues to engineering or field service teams.
Monitor and analyze system performance to identify potential issues proactively.
Document customer interactions, troubleshooting steps, and solutions in the ticketing system.
Assist with firmware updates, system integrations, and remote diagnostics.
Provide technical training to customers and internal teams.
Collaborate with the sales team on customer needs and pre-sales technical assistance.

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