L2 Technical Support Representative - Work From Home & Shifting Schedule

PhilippinesRemotemid

Customer SupportCustomer Service Representative

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Quick Summary

Overview

As a frontliner, answer customer enquiries about products and services through various channels, such as live chats, online messages, emails, or phone calls.

Technical Tools

Customer SupportCustomer Service Representative

As a frontliner, answer customer enquiries about products and services through various channels, such as live chats, online messages, emails, or phone calls.
Create customer support tickets to track and monitor progress on resolving customer queries.
Provide Level 2 technical support for EV products, focusing on hardware troubleshooting, set-up, configuration, and maintenance, as well as delivery and logistics concerns.
Redirect customers to the appropriate agency or department for handling.
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 the need arises.
Ensure inbound and outbound communication reflects the best of the company.

Requirements

~1 min read

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, preferably involving EV products or related electrical equipment, is an advantage.
Familiar with customer relationship management (CRM) software and/or ticketing systems.
Strong communication and problem-solving skills, with the ability to work well within a team.
Quick learner with sharp attention to detail and a willingness to develop new skills.
Self-motivated and proactive, able to work independently with minimal supervision.