Technical Support Representative

WORK-SET UP

• Work-from-Home
• Shifting schedule
• For Blended (Phone with Email/Chat)

Role Overview: The Technical Support Engineer (Tier 1/Tier 2) provides technical and customer support for the company, offering both hardware and software solutions. This role focuses on assisting multi-family property managers, residents, and installers with basic troubleshooting, account setup, and general inquiries related to EV charging stations and associated software platforms.

Key Responsibilities

Customer Interaction

• Respond to inbound calls, emails, and chat inquiries from multi-family property stakeholders and end-users.
• Provide clear, professional, and empathetic communication to resolve issues promptly.

Technical Support

• Perform initial troubleshooting for EVSE hardware (charging stations) and software (mobile apps, web portals).
• Guide customers through basic steps such as connectivity checks, account setup, and firmware updates.
• Escalate complex technical issues to Tier 2 or engineering teams with detailed documentation.

Account & Billing Assistance

• Support users with account creation, login issues, and payment-related questions.
• Verify and update customer information in CRM systems.

Knowledge Management

• Document common issues and resolutions in the knowledge base.
• Provide feedback to improve FAQs and self-service resources.

Compliance & Quality

• Adhere to company policies, data privacy standards, and service-level agreements (SLAs).
• Maintain high customer satisfaction scores through accurate and timely support.

Required Skills & Qualifications

• 2+ years in customer service or technical support (preferably in hardware/software environments).
• Familiarity with EV charging or IoT devices is an advantage.

Technical Skills

• Basic understanding of networking (Wi-Fi, Ethernet), mobile apps, and web portals.
• Ability to follow troubleshooting scripts and escalate appropriately.

Soft Skills

• Strong communication skills in English (written and verbal).
• Problem-solving mindset and attention to detail.

Tools

• Experience with CRM systems, ticketing platforms, and remote support tools.
• Job Type: Full-time
• Pay: From Php27,000.00 per month

Benefits

• Paid training
• Work from home

Application Question(s)

• Where is your Work-from-home location?

Experience

• TECHNICAL SUPPORT: 1 year (Required)
• BPO: 1 year (Required)

Work Location: Remote