Twoconnect

L2 Technical Support Representative – Shifting Schedule

Twoconnect

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • 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.

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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportcustomer supporttroubleshootingticketing systemsCRM softwaresetupconfigurationmaintenancedeliverylogistics
Soft Skills
written communicationverbal communicationproblem-solvingteamworkself-motivationattention to detailinitiativecustomer service mindsetability to manage prioritiespositive attitude
Certifications
Bachelor’s degree