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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