Pay: £24,500.00-£30,000.00 per year
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 with shift times falling between 8am – 7pm.
We also welcome applications from candidates wishing to work part- time, 25 hours per week, Monday – Friday 9:30am – 2:30pm
Salary: Competitive
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)