L2 Technical Support Representative - Work from home

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, identifying potential issues proactively.
Ensure timely documentation of customer interactions, troubleshooting steps, and solutions in the ticketing system.
Assist in firmware updates, system integrations, and remote diagnostics.
Provide technical training to customers and internal teams on best practices.
Stay up to date with industry trends, emerging technologies, and product updates.
Collaborate with the sales team to identify customer needs and provide pre-sales technical assistance.
Ensure compliance with industry standards and safety regulations.
Other role specific duties that may arise.
Requirements
Bachelor's degree in Engineering, IT, or a related technical field preferred.
Prior experience in technical support, customer service, or a similar role.
Knowledge of electric vehicle charging infrastructure, power systems, or renewable energy is a plus.
Strong troubleshooting skills with hardware, software, and networking components.
Experience using CRM and ticketing systems (e.g., Zendesk, Freshdesk, or similar).
Excellent communication skills with the 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.
Strong attention to detail and commitment to customer satisfaction.
Benefits
Why Join Twoconnect?
We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:
Work from home
Shifting schedule
HMO with 2 free dependents and medical reimbursements
Government-mandated benefits
Opportunities to work with leading companies in Australia and beyond
Training programmes for career development
Engaging company outings, team activities and wellness sessions
Supportive, inclusive culture
Dedicated managers focused on your growth and success
Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.
We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

Work arrangement
No