ABOUT THE ROLE
The role 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 RESPONSISBILITIES
- Remote Monitoring of Illuminate Platform
- Monitor the Illuminate platform 24/7.
- Detect and report faults to the onshore level 2 support team.
- SLA Report faults within 2 Hours or Customer requirements
- After-Hours Phone Support
- Receive and manage phone calls outside of customer care center hours (7 am - 7 pm Australian Eastern Time).
- Basic triage and taking customer details and issue.
- Contact the onshore Australia level 2 support team for escalation.
- Build the capability to contact technicians directly for scheduling.
- Asset Monitoring and Reporting
- Monitor approximately 50-100 assets on the EV charging network.
- Repair and deliver regular reports on asset performance and issues detected.
- Reporting SLA's
SKILLS & QUALIFICATIONS:
- Educational background required / desired: High School, general education or equivalent
- Work experience required / desired: Technical Support Representative
- Years of experience required / desired: 2+ years' experience in customer service (I/O calling)
- Communications skills(English Proficiency) required / desired: Excellent (at least 9/10)*
- MS Office applications proficiency required / desired: Excellent (at least 9/10)
OTHER QUALIFICATIONS:
- Excellent verbal/written communication and customer service skills
- Ability to multi-task and prioritize with organizational and time management skills
- Good data entry and typing skills
- Knowledge of administration and clerical processes
- Problem analysis and problem solving
- Previous customer service experience in a call center, service business and/or restaurant
- Strong computer skills in a Windows based environment, with the ability to learn unique and proprietary software