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Newcastle upon Tyne

    Technical Support Engineer - Newcastle, United Kingdom - GivEnergy Ltd.

    GivEnergy Ltd.
    GivEnergy Ltd. Newcastle, United Kingdom

    2 weeks ago

    Default job background
    Full time Customer Service / Support
    Description

    Senior Technical Support Specialist/Engineer (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 8:30am – 7pm (with some flexibility for out of hours cover on a rota basis)


    Salary: £27k - £32k pa DOE and qualification level (+ £1k uplift after probation period, plus performance bonus scheme)


    Are you tech-obsessed with a passion for sustainability and making a positive impact on the environment? Do you enjoy the satisfaction of a first-time fix? Then join us in empowering energy freedom for all

    We're looking for a Senior Technical Support Specialist to join our incredible Technical Contact Centre Team. They are our technical heroes, the specialist backbone of our business who thrive on customer satisfaction, minimising product downtime and mitigating unnecessary on-site support through routine monitoring and remote diagnosis. If you enjoy the challenge of finding solutions and problem-solving whilst providing exceptional service on every call, every time then this could be the perfect role for you


    About Us:

    GivEnergy is a globally established, leading energy storage manufacturer of electronic equipment designed to manage energy use and production. We specialise in our 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. Through remote support, you'll be providing resolutions from incoming support requests via phone calls, chat and emails to ensure that all products (hardware and software) are running at optimum efficiency.

    Key Accountabilities:

    • Senior point of contact for customer, installer and colleague support by phone, email and live chat to assist with technical and product-based issues across all product lines.
    • Identify and assess the needs of a customer/installer to achieve maximum satisfaction, suggesting solutions when a product malfunction occurs, aiming for a first-time fix.
    • Direct requests and unresolved issues to the designated internal resource to ensure proper customer service is being delivered.
    • Become a product expert using your skills to mentor and guide those around you.


    What We're Looking For:

    • Bachelor's degree in engineering, renewable energy/related field would be advantageous.
    • Experience working with renewable energy systems, products and technology would be desirable.
    • Excellent spoken and written communication, mentoring and leadership skills.
    • Outstanding customer service skills showcasing your positive and helpful attitude.
    • Confident use of IT systems, software and diagnostics.
    • Interest in problem solving and issue identification.
    • Comfortable handing volume inbound calls.


    Why Work With Us?

    There couldn't be a better time to join the thriving energy battery storage industry as it charges from strength to strength. In return for your hard work, this is what we bring to the table:

    • Performance-based salary review and bonus opportunities.
    • Refer-A-Friend scheme (£500 per successful referral)
    • Work in friendly and supportive environment with a smart/casual dress code, and free company branded workwear provided.
    • We love to home-grow our talent, so there's plenty of opportunities to progress and grow and bags of continuous professional development.
    • Discounts available on our products.*

    * 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.

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