Job Description:
Technical Support Agent (Energy Storage Systems)
Location: in Newcastle-under-Lyme, Staffordshire, ST5
Job Type: Permanent, 37.5 hours per week, Monday – Friday 9am-5pm
Salary: 27k
What You’ll Be Doing
* As a Technical Support Agent, you’ll be the first point of contact for customers or installer electricians who need assistance with our products.
* You’ll provide remote technical support via phone, email, and live chat — troubleshooting issues, guiding installations, and ensuring our users get the most from our systems.
* This role is ideal for someone with a background in engineering, electrical systems, or renewables who enjoys helping others and solving problems.
Responsibilities Include:
* Troubleshooting product and installation issues related to our energy storage and battery system products.
* Providing the best service possible, aiming for a first-time fix and achieving high customer satisfaction.
* Accurately logging support interactions and escalating complex issues where needed with efficiency in line with SLA’s and KPI’s.
* Guiding users through configuration, diagnostics, and basic maintenance.
What We’re Looking For
* 2+ years’ experience of working with a CRM or ticking system in a busy technical customer support setting.
* Strong ability to multi-task with simultaneous call, chat and email support.
* Experience working with technical concepts and diagnosing hardware/software issues.
* Great active listening and spoken communication skills to understand the needs of a wide range of customers, from electrical installers to non-technical end-users.
* Excellent written communication skills, including ability to type accurate file notes during calls, and compose professional written responses.
* Outstanding customer service skills showcasing your positive and helpful attitude with a commitment to ensure customer satisfaction.
Preferred:
* Academic background/professional qualification in electrical engineering, renewable energy, or a related technical field.
* Knowledge of battery storage systems, solar PV, inverters, or home energy management systems.
* Familiarity with troubleshooting guides, FAQs, and technical documentation
* Understanding of electrical installation practices and regulations (bonus if worked with or supported electricians directly)
To apply please forward a n updated CV