L1 Technical Support Representative - Work from Home / Dayshift
Twoconnect • Metro Manila, Philippines
No Relocation
Posted: September 15, 2026
Job Description
- 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.
- 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.