L2 Technical Support Representative
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Job Description
L2 technical support representative troubleshooting EV hardware, setup, and configuration. Supporting Twoconnect’s global client communications through ticketing and multiple customer channels.
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, set-up, configuration, maintenance, delivery, and logistics concerns
- Redirect customers to the appropriate agency or department
- Escalate complex customer complaints or technical issues
- Set up appointments or follow up with customers after first contact
- Update records of customer interactions
- Provide general customer support as needed
- Ensure inbound and outbound communication reflects the best of the company
Requirements:
- Bachelor's degree in any related field or equivalent
- Minimum of 3 years’ experience in technical support or a similar role
- Experience in L2 technical support and hardware troubleshooting; experience involving EV products or related electrical equipment is an advantage
- Familiarity with customer relationship management (CRM) software and/or ticketing systems
- Strong communication and problem-solving skills
- Ability to work well within a team
- Quick learner with sharp attention to detail
- Willingness to develop new skills
- Self-motivated and proactive
- Ability to work independently with minimal supervision
Benefits:
- Work from home
- Shifting schedule, including evening and weekend cover
- 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
- Additional entitlements
- Structured career development programs
- Equal opportunity and inclusive workplace
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