L2 Technical Support Representative - Work From Home & Shifting Schedule

Responsibilities

The representative will provide Level 2 technical support for EV products, including hardware troubleshooting, configuration, and maintenance. They will also manage customer inquiries across multiple channels and maintain accurate records of all interactions.

Requirements

Candidates must hold a bachelor's degree and have at least 3 years of experience in technical support or a similar role. Proficiency in hardware troubleshooting and familiarity with CRM or ticketing systems are required.

Skills

• Technical support
• Hardware troubleshooting
• Customer service
• CRM software
• Ticketing systems
• Communication skills
• Problem-solving
• Configuration
• Maintenance
• Logistics
• Inbound communication
• Outbound communication
• Attention to detail
• Teamwork

Benefits

• Work from home
• HMO with 2 free dependents
• Medical reimbursements
• Government-mandated benefits
• Training programmes
• Company outings
• Team activities
• Wellness sessions

About this role

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.
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.
Why Join Twoconnect?
We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:
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
Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.
We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

About Twoconnect

Outsourcing and Offshoring Consulting · 501-1,000 employees · headquartered in Sydney, New South Wales · founded 2018