Technical Support Representative I

About the job Technical Support Representative I

About The Role The TechnicalSupport Representative I is responsible for providing 24/7 remote monitoring of the Illuminate platform, proactively detecting, logging, and reporting faults, and escalating issues to the onshore Level 2 support team within defined SLA requirements, including reporting faults within two hours or as per customer agreements. The role also delivers after-hours phone support outside standard customer care center hours (7:00 am–7:00 pm Australian Eastern Time), performing basic triage, capturing customer and incident details, and coordinating escalations, including direct contact with onshore support teams and technicians for urgent scheduling. In addition, the role monitors approximately 50–100 assets across the EV charging network, ensuring asset health and performance, preparing regular operational and SLA compliance reports, and supporting overall service reliability.

Key Respon...