[Hiring] L2 Technical Support Representative @Twoconnect

Role Description

The L2 Technical Support Representative provides front-line technical and customer support across multiple channels, ensuring enquiries are handled efficiently, issues are tracked accurately, and customers receive timely and professional assistance. This role is responsible for troubleshooting product and service-related queries, managing support tickets, coordinating follow-up actions, escalating issues where required, and supporting a high standard of customer experience across technical support, delivery, logistics, and general service matters.

• 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.

Qualifications

• 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.

Company Description

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

• We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
• Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
• Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

🔗 Learn more about us through our official pages:

• Website: twoconnect.com.au
• Careers: apply.workable.com/twoconnect-careers/
• LinkedIn: linkedin.com/company/twoconnectau
• Facebook: facebook.com/2woconnect/
• Instagram: instagram.com/twoconnect_