1st Line Technical Support Stoke-on-Trent, England
Job description
1st Line Technical Support Role
Please note, this is an in-office role
We’re looking to expand our small, friendly Technical Support Team. This is more than just a job, it’s the next step in your career. Our previous team of 1st Line Technical Support staff have grown into roles such as Office Manager, Field Service Engineers, Admin, and Social Media Manager! The successful candidate will work in conjunction with all Technical Services staff to provide customer satisfaction, minimising product downtime and mitigating unnecessary on-site support, through routine monitoring and remote diagnosis.
Who Are We?
GivEnergy is a manufacturer of electronic equipment designed to manage energy use and production. We specialise in our range of inverters and battery systems which have been developed to negate the need for costly infrastructure upgrades in Low Voltage areas. Our systems use intelligent algorithms to peak shave and make the most of ToU and economy 7 tariffs as well as storing excess- generated power from solar, wind etc to maximise self-consumption.
TL;DR: GivEnergy is one of the UK’s largest domestic and commercial battery manufacturers. The industry is booming and we’ve grown around 500% in the last year, and the only way is up!
What you’ll be doing:
This is an opportunity to work with an established Energy Storage Manufacturer delivering first line product support and training both face to face and remotely and providing both Hardware and product support for incoming support requests. The Candidate will provide support to existing clients to ensure that all products, hardware and software are running at optimum efficiency.
The Technical Support Specialists will dispatch on site requirements to the relevant team and in conjunction with the Service Administrator, ensure parts availability and support provision for field engineering staff. The role is office based, but may require infrequent travel to customer premises under the direction of Technical Services Manager.
Key Accountabilities:
- Customer and colleague support by phone and via remote desktop access to assist with Technical and product based issues across all product lines.
- First point of contact for applications, hardware and product support requests and technical enquiries arriving at the Service Office.
- Escalation of issues remotely detected: monitoring, remotely assisting and raising attended visits in accordance with departmental procedures and policies to Field Service Engineers, Application Specialist and Account Manager staff.
- Identify and assess customer´s needs to achieve satisfaction, suggesting solutions when a product malfunction.
- Direct requests and unresolved issues to the designated internal resource to ensure proper customer service is being delivered.
- Reproduce customer specific problems related to reagents/applications in Headquarters.
What we’re looking for:
No specific experience needed as full training will be provided for this role. We’re a really small, tight-knit team due to grow exponentially over the next 12-18 months so the induction program is quite informal and will involve lots of shadowing and buddying until you find your feet. That being said, the following traits will serve you really well in this position:
- An understanding of or experience working within the Renewable Energy industry would be advantageous
- A good team working background in a customer focused role
- IT literate
- Scientific and/or Engineering technical competence
- Ability to work effectively under pressure
- Outstanding communication skills, both spoken and written
- Efficient planning and organisation capability
- Interest in problem solving and issue identification
- An active learner with a thirst for knowledge
- Keen attention to detail
- Positive and Helpful attitude
Why work with us?
In a world which feels pretty uncertain right now, there couldn’t be a better time to join the thriving energy battery storage industry as it charges from strength to strength. We’re currently based in Fenton whilst our state of the art, bespoke premises (complete with slide!) are completed in Longport. In return for your hard work, this is what we bring to the cable :
- Regular performance-based salary reviews
- The opportunity to earn 2 generous bonuses each year (a profit share scheme and a performance-based bonus too)!
- Cycle to work scheme
- The ability to buy up to 5 additional days holiday per year *
- Regular Company events, shows and exhibitions
- Work in a fun, relaxed environment with a smart/casual dress code, and free Company branded workwear provided
- Want to stretch your legs, call to check on the kids, or just take your mind off work? On top of your lunch break, 2 x paid 10-minute daily breaks away from your desk are encouraged
- Plenty of opportunities to progress and grow and bags of continuous professional development
- Discounts available on our products *
- Access to a workplace pension scheme
- On-site gym
- Join our team of foodies, with free tea and coffee provided onsite with regular snacks thrown in too!
* Terms apply
Schedule: Like the great Dolly Parton, we’re working 9 to 5 Monday – Friday, with occasional evening and weekend coverage (37.5 hours per week). You’ll always know when you’re working, no shifts here!
Job Type: Full-time
Salary: £23,000.00 per year
Benefits:
- Company car
- Discounted or free food
- Gym membership
- On-site parking
- Profit sharing
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Performance bonus
- Yearly bonus
Ability to commute/relocate:
- Stoke-on-Trent, ST4 2LW: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: One location
