Technical Support Agent (Energy Storage Systems)
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). We are also open to part-time up to 20 hours per week.
Salary: Full-time up to £25,000 pa (plus performance bonus)
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 grow into a more advanced technical support role, 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 the first point of contact for resolving customer queries and basic technical questions, for our product installers, end users and colleagues via phone, email, and live chat.
· Escalating more complex technical requests to your Specialist and 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:
· 1+ years’ experience of working in a busy customer service setting.
· 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.
· 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.
· Patience and empathy to guide and explain technical information to less technical customers.
· Interest in problem solving and issue identification.
· Ability to work alone but also as part of a team to achieve SLA’s.
· 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.
Agencies: Please note that we do not require agency support at this time. Anything received will be treated as a gift.
Job Types: Full-time, Part-time, Permanent
Pay: Up to £25,000.00 per year
Additional pay:
* Bonus scheme
Benefits:
* Casual dress
* Company pension
* Employee discount
* Free parking
* On-site parking
Schedule:
* Monday to Friday
Ability to commute/relocate:
* Newcastle-under-Lyme ST5: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Will you now or in the future require sponsorship for employment visa status?
* Please state any CRM/accounting/ticketing software you have experience with
* How many hours per week are you looking to work? (Full-time 37.5hrs, part-time up to 20hrs)
Work authorisation:
* United Kingdom (required)
Work Location: In person