L2 Technical Support Representative - Work from home

PhilippinesRemoteFull-timemid

OtherTechnical Support Representative

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Quick Summary

Overview

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.

Technical Tools

OtherTechnical Support Representative

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

~1 min read

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.