L1 Technical Support Representative – Shifting Schedule

About the Role

We are looking for a committed L1 Technical Support Representative to join our remote workforce. In this role, you will deliver top-tier support for electric vehicle charging hardware through chat, email, and telephone interactions. Serving as the initial contact for technical queries, you will help users navigate sophisticated charging networks and infrastructure. You will work in a fast-paced setting supporting clients based in Australia and New Zealand. As a member of our remote staffing framework, you will engage with internal groups to uphold service standards and operational workflows, supported by leadership dedicated to your professional advancement within a welcoming and inclusive workplace.

Requirements

• A Bachelor's degree in a technical discipline, IT, or Engineering is preferred but not required.
• You should possess previous experience in a customer service or technical support position.
• You must demonstrate robust troubleshooting abilities regarding networking, software, and hardware elements.
• You need to be proficient in Google Workspace and Microsoft Office, as well as experienced with ticketing or CRM software such as Freshdesk or Zendesk.
• You must have superior communication abilities, with a talent for explaining intricate technical information to users without a technical background.
• You should be detail-oriented, dedicated to client satisfaction, and capable of independently handling a high volume of requests.
• Background in renewable energy, power systems, or EV charging infrastructure is highly desirable.

Responsibilities

• You will identify and resolve hardware and software complications involving EV chargers and connected networks.
• You will assist clients with the configuration, installation, and upkeep of equipment while logging every support interaction and resolution in the internal ticketing platform.
• You will conduct remote diagnostic assessments, facilitate firmware upgrades, and oversee system integrations.
• You will observe and evaluate system operations to spot potential errors before they become significant issues.
• You will partner with field service or engineering groups to address complicated technical concerns.
• You will deliver technical instruction to clients and colleagues, remain updated on product changes and market developments, and assist sales staff with technical pre-sales inquiries while adhering to industry safety regulations.

Benefits & Perks

• You will have a permanent remote work setup with a rotating schedule covering weekends and evenings.
• The salary includes state-required benefits and a health maintenance organization plan for two dependents, plus medical expense reimbursement following your first 90 days.
• You will be part of an inclusive environment that hosts team building, social outings, and wellness programs.
• You will receive structured professional development, access to training, and exposure to major organizations operating throughout Australia and international regions.