Technical Support Agent

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 - 7pm.

We also welcome applications from candidates wishing to work part- time, 25 hours per week, Monday - Friday 9:30am - 2:30pm

Salary: Competitive

Are you passionate about clean energy and enjoy solving technical problems? We're looking for a Technical Support Agent to join our Technical Service Desk team, helping to power the energy transition by providing 1st line support to our product installers and end-users.

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!

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)

Why Work With Us?

Be part of a fast-growing, innovative company at the forefront of the renewable energy sector.
Work with a dynamic and supportive team committed to sustainability and excellence.
Competitive salary, performance-based incentives, and opportunities for professional development.
Cycle To Work and EV Schemes.
Celebrate your birthday with an additional paid day off.
Ongoing training and professional development.

Terms apply

At GivEnergy, we're committed to building a diverse, inclusive workplace where everyone feels valued and empowered to be their authentic selves.

We welcome applicants from all backgrounds - including women, minorities, LGBTQ+ individuals, people with disabilities, and veterans - and encourage candidates from underrepresented groups to apply. Join us in creating a workplace where 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, Permanent

Benefits:
Casual dress
Company events
Cycle to work scheme
Employee discount
Free parking
On-site parking
Schedule:
Day shift
Monday to Friday

Application question(s):
Will you now or in the future require sponsorship for employment visa status?
Are you interested in full-time (37.5 hrs) or part-time (25 hrs) hours per week?
What are your salary expectations?

Experience:
technical call centre: 2 years (preferred)

Work authorisation:
United Kingdom (required)

Work Location: In person