L2 Technical Support Representative - Work from home | Shifting Schedule

• 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.

Requirements

• 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 wil