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Twoconnect logo
Twoconnect

We facilitate business growth through our managed offshoring services.

L2 Technical Support Representative – Shifting Schedule

Support EngineerSupport EngineerFull TimeRemoteSeniorTeam 201-500Since 2018H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

55 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglish

Job Description

L2 Technical Support Representative – Shifting Schedule

Twoconnect

• Provide front-line technical and customer support across multiple channels • Respond to customer enquiries about products and services through online messages, email, and phone. • Provide front-line support across technical, service, delivery, and logistics-related enquiries. • Create and manage customer support tickets to track progress and resolution of customer queries. • Troubleshoot questions relating to setup, configuration, maintenance, delivery, and logistics. • Redirect customers to the appropriate agency or internal department where required. • Escalate customer complaints or unresolved issues to the relevant support team. • Arrange appointments and follow up with customers after initial contact where needed. • Maintain accurate records of customer interactions, actions taken, and next steps. • Provide general customer support across a range of operational and service-related matters. • Ensure inbound and outbound communication reflects a professional, responsive, and customer-focused standard. • Support continuity across support functions as a floating resource where required. • Other position-level duties as they arise.

Job Requirements

  • 3-5+ years’ experience in technical support, customer support, or a similar service-focused role.
  • Bachelor’s degree in a related field or equivalent practical experience.
  • Familiarity with CRM software and/or ticketing systems.
  • Ability to learn new systems, products, and processes quickly with strong attention to detail.
  • Ability to work with minimal supervision and demonstrate a self-starter mindset.
  • Excellent written and verbal communication skills.
  • Strong problem-solving and troubleshooting skills.
  • Ability to work effectively within a team environment.
  • Positive, can-do attitude with a strong willingness to learn.
  • Takes initiative and is self-motivated.
  • Ability to manage multiple enquiries and priorities in a fast-paced support environment.
  • Strong customer service mindset with the ability to communicate clearly and professionally.

Benefits

  • Work from home
  • Mon - Fri: 7:00 AM – 4:00 PM PHT(evening schedule as required)
  • HMO with 1 free dependent and medical reimbursements
  • Government-mandated benefits
  • Work from home allowances
  • 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

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