Technical Support Coordinator

Putting the ‘i’ into British Innovation. Putting the ‘i’ into Inventing the Future. Putting the ‘i’ into Inspiring Change.

myenergi is a growing global clean‑tech manufacturer dedicated to removing the barriers to a greener future. Known for our award‑winning zappi EV charger and our intelligent home energy management ecosystem, we empower customers to control, store, and optimise their self‑generated energy. With an expanding international presence and ambitious plans for continued global growth, we’re shaping the future of smart, flexible homes, leading innovation in solar, EV, and battery technology to create a cleaner, more sustainable future for all.

Reporting to the Technical Support Manager, Technical Support Coordinators support customers in response to service tickets. Candidates who can multi‑task and use various systems while engaging customers over the phone will provide excellent customer service in a timely manner, responding to technical support requests and queries, resolving first time where possible, and escalating as required to various supporting teams. Working as part of a larger team, coordinators collectively raise the bar in response to targets which are measured and reported against set KPIs and SLAs.

• Guide customers through a series of actions to help resolve issues via phone or email, replacing or arranging repair of necessary parts where applicable.
• Identify hardware and software solutions and help resolve network issues.
• Support the roll‑out of new firmware applications when applicable.
• Resolve issues first time where possible and follow up with clients to ensure the problem is resolved where not.
• Meet established goals for all metrics, including call and case quality, productivity, and call handling KPIs.
• Provide timely and accurate customer feedback, and manage multiple cases at a time.
• Use a triage call/ticketing system, diverting more complex queries to 2nd line support where necessary.
• Provide world‑class customer experience.

• Minimum of 1 year’s customer service experience (any sector).
• Telephone experience is preferable.
• Technical experience/interest, with good problem‑solving skills and strong attention to detail.
• Natural passion for delivering exceptional customer service and the ability to build rapport quickly with customers regardless of the platform.
• Good listening skills and the ability to respond in a positive and engaging manner to customers’ feelings.
• Excellent written and verbal communication skills.

• Positivity & Pride
• Open & Honest Communication
• Teamwork & Kindness
• Empowerment & Responsibility

• Free on‑site EV charging
• Private Medical Insurance
• Cycle to Work Scheme
• 25 days’ holiday (increasing with service) + Bank Holidays
• Mental Health First Aiders across the business
• Career development and ongoing support
• Employee empowerment and autonomy
• Free on‑site parking
• A positive, purpose‑driven working environment
• EV salary sacrifice scheme
• Birthday leave
• Long service awards
• Enhanced maternity and paternity pay
• Life Celebrations – vouchers for birth and marriage
• Employee Assistance Programme – a free, 24/7 UK‑based counselling helpline

myenergi is committed to being an equal opportunity, diverse and inclusive employer. We want a supportive and inclusive environment where our colleagues can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.