Technical Customer Service

Technical Support Agent (Energy Storage Systems)

Location:

Newcastle-under-Lyme, Staffordshire, ST5

Job Type: Permanent, 37.5 hours per week, Monday - Friday 9am-5pm

Salary: 27k

• 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.

• 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.

• 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.

• 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