L1 Technical Support Representative – Dayshift
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Job Description
L1 technical support for Twoconnect customers using EV charging stations. Troubleshooting charger hardware, software, networks, installations, and remote diagnostics.
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 and 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
- 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
- Perform other role-specific duties as required
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 such as Zendesk or Freshdesk
- Excellent communication skills and 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:
- Permanent work from home
- 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
- Company outings
- Team activities
- Wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
- Competitive pay and benefits
- Additional entitlements
- Structured career development programs
- People-first culture prioritizing stability, growth and genuine care
- Equal opportunity employer
- Cultural diversity and inclusive workplace
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