L1 Technical Support Representative

• 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.
• Perform 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.

• Work from home
• Shifting schedule
• 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
• Engaging company outings, team activities and 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 workplace
• Cultural diversity and inclusive workplace