Application Deadline
31 October 2025
Department
Customer Support
Location
Fleet, Hampshire, United Kingdom
Compensation
£24,720 / year
What youll be doing
* Working on a scheduled 24/7/365 rota system as a member of the Technical Response Team providing technical support for our customer and their contractors.
* Responding to, interrogating and managing critical alarm calls generated by our internal software, completing all required actions, customer or engineer contact pertaining to the incident.
* Documenting and recording all actions taken in accordance with company policies and the critical alarm handling procedures.
* Providing daily, weekly and monthly reporting on customer asset and refrigeration system performance.
* Developing and retaining sufficient knowledge following initial formal product training, on the principles of refrigeration, working & operating principles, HVAC and onsite remote monitoring systems.
* Being escalation point to the 1st Line Customer Support team as well as our customers on technical queries.
* Carrying out controlled software configuration updates, system downloads, system information retrieval and in‑house configuration testing.
What were looking for
* A qualification in any technical or engineering subject would be useful, but is not essential.
* A background in customer service roles is preferred, with experience in talking to customers on the phone, answering questions, dealing with technical queries, providing support, giving step by step guidance and solving problems.
* Able to demonstrate some level of technical understanding in any relevant field, either via work or academic experience.
* A great phone manner, and good written and spoken English.
* Well organised with good problem‑solving skills and the ability to troubleshoot issues.
* Accurate with strong attention to detail, IT literate and able to pick up new systems quickly.
* Quick learner with an enthusiastic attitude to learning.
* A positive, can‑do mentality, motivated, energetic, willing to work hard and get involved.
* Good listener with strong communication skills.
* Team player, adaptability, patience, empathy and resilience.
* Genuinely excited to help customers and deliver brilliant service.
Shift Pattern
The shifts work on a rota basis covering customer support 365 days of the year onsite in our Operations Centre in Fleet. Our shift pattern rotates around three shifts: 07:00-17:40, 10:20-21:00 or 20:40-07:20. Youll work four days on one shift, then four days off, then four days of the next shift, then four days off, then four days of the final shift, then four days off, then back to the start. This results in an average of 34 working hours per week. Weekday shifts must be worked in the office, weekend and night shifts can be worked from home.
Benefits
* Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge.
* Your birthday off in addition to your annual leave allowance.
* 2 mental wellbeing days off per year, to take the time to reset and look after yourself.
* Up to 20 paid sick days in any rolling 12 month period.
* Health cash plan & BUPA dental to help with the costs of optical, dental and support for your mental wellbeing.
* Access to Help@Hand health & wellbeing app.
* Contributory pension scheme.
* Share award scheme, allowing you to be rewarded for our future success.
* Enhanced maternity and paternity pay, and paid loss of pregnancy leave.
* Unlimited access to thousands of courses on LinkedIn Learning.
Seniority level
Entry level
Employment type
Full time
Job function
Management and Manufacturing
Industries
Software Development
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