L1 Technical Support Representative – Dayshift

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Twoconnect

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏥 Healthcare

⚖️ Legal

📦 Logistics

Healthcare • Legal • Logistics

Twoconnect is an outsourcing service provider specializing in tailored and scalable offshore staffing solutions for businesses in Australia and New Zealand. They offer expert HR consulting, talent sourcing, onboarding, and performance management to help companies build dedicated offshore teams in various industries, including accounting, IT, healthcare, and retail. With a focus on long-term partnerships, Twoconnect streamlines the recruitment and management of remote staff to enhance operational efficiencies and reduce costs.

📋 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 and identify 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 as required

🎯 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 such as Zendesk or Freshdesk • Excellent communication skills and 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

• Permanent work from home • 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 • Company outings • Team activities • Wellness sessions • Supportive, inclusive culture • Dedicated managers focused on your growth and success • Competitive pay and benefits • Additional entitlements • Structured career development programs • People-first culture prioritizing stability, growth and genuine care • Equal opportunity employer • Cultural diversity and inclusive workplace