L1 Technical Support Representative
New
T
TwoconnectEV charging
Workable workplace: remote; Workable locations: Metro Manila, PhilippinesFull-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- Microsoft Office SuiteCustomer serviceGoogle WorkspaceZendeskNetworkingTechnical supportCRM
Requirements
- A bachelor's degree in Engineering, IT, or a related technical field is preferred.
- Prior experience in technical support, customer service, or a similar role.
- Strong troubleshooting skills with hardware, software, and networking components.
- Experience using CRM and ticketing systems, such as Zendesk or Freshdesk.
- Ability to explain technical concepts to non-technical users.
- Ability to work independently and manage multiple customer inquiries effectively.
- Proficiency in Microsoft Office Suite and Google Workspace.
- Knowledge of electric vehicle charging infrastructure, power systems, or renewable energy is a plus.
- Strong attention to detail and commitment to customer satisfaction.
Responsibilities
- Provide technical support to customers regarding EV charging stations via phone, email, and live chat.
- Diagnose and troubleshoot hardware and software issues related to EV chargers and their networks.
- Guide customers through installation, setup, and maintenance procedures.
- Escalate complex issues to the engineering or field service team as required.
- Monitor and analyse 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 on best practices.
- Collaborate with the sales team to identify customer needs and provide pre-sales technical assistance.
- Ensure compliance with industry standards and safety regulations.
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