L2 Technical Support Representative
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Job Description
L2 technical support for EV charging stations at Twoconnect. Troubleshooting charger hardware, software, networks, and customer installations remotely.
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, identifying 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 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:
- 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
- Competitive pay and benefits
- Additional entitlements
- Structured career development programs
- Equal opportunity and inclusive workplace
- Stability, growth and people-first culture
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