Technical Support Specialist (Energy Storage)
GivEnergy Stoke-On-Trent, England, United Kingdom
Location: GivEnergy Head Office in Newcastle-under-Lyme, Staffordshire, ST5 9HX
Job Type: Permanent, 37.5 hours per week, Monday – Friday with shift times falling between 8am – 6pm (plus optional overtime available on Saturdays)
Are you looking to bring your customer support expertise to a new, exciting role in the thriving world of renewable energy? GivEnergy need you to help us deliver exceptional service at every interaction to our product installers and end-users! Our market-leading products demand market-leading customer service.
Backed by our comprehensive industry and product training, if you are passionate about customer care and eager to support your team with technical escalations, this could be the perfect opportunity for you to join us in Empowering Energy Freedom For All!
About Us:
GivEnergy are a globally established, leading energy storage manufacturer of electronic equipment designed to manage energy use and production. We specialise in a range of inverters and battery systems which allow our users to store their renewable/cheap-rate energy, ease pressure on the grid and save some serious money!
Key Accountabilities Include:
* Being a senior point of contact for resolving customer queries and technical questions, for our product installers, end users and colleagues via phone, email, and live chat.
* Guiding installers through setup with remote diagnosis to troubleshoot technical issues.
* Escalating more complex technical requests to your engineer team members, ensuring the customer is kept informed of the process to manage expectations.
* Becoming a product expert using your knowledge to support queries and requests in a timely manner.
* Providing the best possible service achieving high customer satisfaction aiming for a first-time fix.
What We’re Looking For:
* 3+ years’ experience of working in a busy customer service setting.
* Good understanding of hybrid inverters, battery storage systems, and energy management systems. Familiarity with the specifications and operational parameters of these products is preferred.
* Some knowledge of installation requirements and procedures, with ability to guide installers through the setup and configuration of products, including remote diagnostics and troubleshooting.
* Experience in diagnosing and resolving technical issues related to products, (including software and hardware problems) providing step-by-step solutions to customers and installers.
* Experience with a CRM, ticketing or accounting tool would be advantageous.
* Strong ability to multi-task with simultaneous call, chat and email support.
* Outstanding customer service skills showcasing your positive and helpful attitude with a commitment to ensure customer satisfaction.
* Excellent written communication skills, including ability to type accurate file notes during calls, and compose professional written responses.
* Patience and empathy to guide and explain technical information to less technical customers.
* Confident user of IT systems, software and diagnostics.
* Familiarity with troubleshooting guides, FAQs, and technical documentation (preferred, but not essential)
Why Work With Us?
* KPI & performance-based bonus scheme.
* Refer-A-Friend scheme (£500 per successful referral!)
* Make your birthday your own! We offer a paid day off to do whatever makes you happy.
* Work in friendly and supportive environment with a smart/casual dress code, and free company-branded workwear provided.
* Electric Car Scheme to help employees get an electric car in the most affordable way. *
* Cycle To Work Scheme. *
* Reduced rate vehicle charging on-site.
* Full and ongoing training provided on GivEnergy products – a great first step into the thriving world of renewable energy!
* We love to home-grow our talent, so there’s plenty of opportunities to progress and grow and bags of continuous professional development.
* Terms apply
At GivEnergy, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture.
We welcome applications from candidates of all backgrounds, including minorities, women, individuals with disabilities, LGBTQ+ individuals, and veterans.
We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive.
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