At a Glance
- Tasks: Provide top-notch technical support for our innovative hot water solutions.
- Company: Join a mission-driven company focused on decarbonising homes and saving energy costs.
- Benefits: Enjoy competitive salary, health plans, flexible working, and career development opportunities.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
- Why this job: Be the first point of contact for customers and make a real difference in their lives.
- Qualifications: Strong problem-solving skills and a passion for technology are essential.
Location: Eynsham, Oxfordshire (office based)
Working pattern: Full time, 37.5 hours per week, Monday to Friday
Contract: Permanent
Salary: £28,000 - £34,000 per annum
About us
We are on a mission to decarbonise homes and help households save on their energy bills. Founded on research from the University of Oxford in 2014, we have grown into a company with world-class technology tackling one of the biggest challenges in the energy transition: hot water. As the UK electrifies, every home will need a hot water cylinder. Our smart technology turns each one into a connected heat battery, helping the grid take on more renewable energy while lowering bills for homeowners and tenants. In 2025 we were awarded the King's Award for Enterprise in Innovation, and we recently secured £12 million in funding led by Barclays Climate Ventures to accelerate our next phase of growth. We are also an accredited Living Wage Employer.
The role
As a Technical Support Agent you will be a first point of contact for everyone who relies on our smart hot water solutions, from homeowners and installers to merchants, developers and building managers. Working from our helpdesk, you will take inbound calls and HubSpot tickets, get to the bottom of technical and product issues, and guide people through commissioning, connectivity and everyday use of our products and app. You will support homeowners and end users, installers, merchants, new build developers, social housing managers and commercial building managers.
What you will be doing
- Helpdesk and customer support
- First point of contact for inbound calls and HubSpot tickets across our full customer and partner base
- Log, categorise and prioritise every enquiry accurately in HubSpot
- Own tickets through to resolution, keeping customers informed on timescales
- Escalate to second-line, engineering or field teams with a clear handover of the diagnosis and steps already taken
- Technical support and troubleshooting
- Diagnose and resolve product, hardware and firmware issues across our cylinder range, including heat pump, commercial and Cube X solutions
- Support customers and installers through commissioning
- Help users set up and get the most from our app and home energy management system
- Troubleshoot connectivity and network issues affecting the cylinder or app
- Work methodically through faults using diagnostic tools, product documentation and careful questioning to find the root cause
- Emergency and priority situations
- Recognise and prioritise emergencies such as no hot water or a cylinder leak
- Provide calm, clear guidance to make the situation safe and arrange the right response or escalation
- Follow the correct process for urgent and safety-related issues without delay
- Learning and knowledge
- Build and maintain a strong working knowledge of our solutions, keeping it current as the products evolve
- Contribute to knowledge-base articles, FAQs and troubleshooting guides
- Share recurring issues and product feedback with the wider Service and Engineering teams
What you will bring
- Essential
- Sound technical aptitude and a genuine interest in learning how our solutions work
- Strong problem-solving and troubleshooting skills, with a logical, methodical approach
- A high standard of customer care, and the confidence to handle difficult customer conversations calmly and professionally
- Clear written and verbal communication
- Well organised, able to manage and prioritise a varied workload that includes urgent issues
- Comfortable using ticketing or CRM systems such as HubSpot
- Desirable
- Experience in a technical support, helpdesk or contact centre environment
- Familiarity with heating, hot water, heat pump, IoT or connected home products
- Understanding of home networking and connectivity troubleshooting
What is on offer
- Wellbeing
- Benenden Healthcare plan and Health Cash Plan
- Employee Assistance Programme with access to free counselling and advice
- Cycle to Work scheme
- Free on-site parking
- Financial
- Pension contributions of 5% on basic salary via salary exchange
- Income protection
- Share options potential, not guaranteed and subject to scheme rules
- Discount scheme on everyday purchases including shopping, holidays and gym membership
- Training and development
- Training, and career development opportunities that come with a scale-up in a phase of rapid growth
- Leave and flexible working
- 33 days holiday including public holidays, plus up to 5 days unpaid leave
- Flexible working policy
- Enhanced maternity and paternity
- One paid volunteering day per year
Some benefits are available on successful completion of your probationary period. See the staff handbook for details.
Additional information
Our recruitment process typically includes a profile review, a Teams interview, an assessment relevant to the role, and a face-to-face interview at our Oxfordshire HQ. We are committed to building a diverse and inclusive workplace where everyone can do their best work. We welcome applications from people of all backgrounds and are happy to discuss any reasonable adjustments you may need during the recruitment process.
Technical Support Agent in Eynsham employer: Mixergy
As a leading innovator in the energy sector, our company offers a dynamic work environment in Eynsham, Oxfordshire, where employees are empowered to contribute to meaningful solutions for decarbonising homes. We prioritise employee wellbeing with comprehensive benefits, including healthcare plans and flexible working arrangements, while fostering a culture of growth through training and development opportunities. Join us to be part of a mission-driven team that values diversity and inclusivity, ensuring every voice is heard and every contribution matters.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Agent in Eynsham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mixergy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mixergy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Agent in Eynsham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mixergy:Your cover letter is your chance to shine! Tell us why you want to work at Mixergy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mixergy!
How to prepare for a job interview at Mixergy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
