L2 Technical Support Representative
T
TwoconnectEV products
Workable workplace: remote; Workable locations: Metro Manila, PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of 3 years’ experience in technical support or a similar role.
- Required Skills
- Problem SolvingTechnical supportCustomer support
Requirements
- Have a bachelor's degree in a related field or equivalent.
- Have a minimum of 3 years’ experience in technical support or a similar role.
- Have experience in L2 technical support and hardware troubleshooting.
- Experience involving EV products or related electrical equipment is an advantage.
- Be familiar with customer relationship management (CRM) software and/or ticketing systems.
- Be able to work a shifting schedule, including evening and weekend coverage.
Responsibilities
- Answer customer enquiries about products and services through live chats, online messages, emails, or phone calls.
- Create customer support tickets to track and monitor progress on customer queries.
- Provide Level 2 technical support for EV products, including hardware troubleshooting, setup, configuration, and maintenance.
- Address delivery and logistics concerns.
- Redirect customers to the appropriate agency or department.
- Escalate complex customer complaints or technical issues to the appropriate support team.
- Set up appointments or follow up with customers after first contact.
- Update records of customer interactions.
- Provide general customer support as needed.
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