At a Glance
- Tasks: Provide top-notch technical support to customers and installers for Myenergi products.
- Company: Join a leading clean-tech manufacturer dedicated to a greener future.
- Benefits: Full training, career development, and a supportive work environment.
- Other info: Dynamic team culture with opportunities for continuous learning and growth.
- Why this job: Make a real impact in the renewable energy sector while helping customers thrive.
- Qualifications: Customer service experience and a passion for problem-solving.
The predicted salary is between 40500 - 49500 £ per year.
Putting the ‘i’ into British Innovation.
Putting the ‘i’ into Inventing the Future.
Putting the ‘i’ into Inspiring Change.
myenergi is a growing global clean‑tech manufacturer dedicated to removing the barriers to a greener future.
Known for our award‑winning zappi EV charger and our intelligent home energy management ecosystem, we empower customers to control, store, and optimise their self‑generated energy.
With an expanding international presence and ambitious plans for continued global growth, we’re shaping the future of smart, flexible homes, leading innovation in solar, EV, and battery technology to create a cleaner, more sustainable future for all.
Role Summary
To provide first‑class technical support to customers, installers and distribution partners, ensuring the successful installation, operation and ongoing performance of Myenergi products.
The Technical Support Assistant is responsible for delivering professional telephone, email and ticket‑based support whilst maintaining exceptional levels of customer service.
The role also supports continuous improvement by identifying recurring issues, sharing knowledge and helping improve internal documentation and customer resources.
Key Responsibilities
- Customer Support
- Be the first point of contact for customers and installers via telephone, email and Zendesk.
- Respond professionally to incoming enquiries.
- Diagnose and resolve technical issues relating to Myenergi products.
- Guide customers through troubleshooting in a clear, logical and easy‑to‑understand manner.
- Ensure all support requests are accurately logged and updated within the ticket management system.
- Manage multiple support requests simultaneously while meeting agreed service levels.
- Provide prompt follow‑up communication until cases are fully resolved.
- Deliver an outstanding customer experience with every interaction.
- Technical Support
Provide technical support across the Myenergi product range including
- zappi EV Chargers
- eddi Power Diverter
- libbi Battery Storage System
- glo EV Charger
- Harvi
- CT Clamps
- Myenergi App
- Home Energy Management System (HEMS)
Support includes
- Installation queries
- Commissioning assistance
- Software and firmware issues
- Network connectivity (Wi‑Fi/Ethernet)
- Product configuration
- Integration with solar PV and battery systems
- Fault diagnosis
- Warranty troubleshooting
- Remote diagnostics
- Installer Support
- Build strong working relationships with installers.
- Assist installers during installation and commissioning.
- Provide technical guidance to ensure installations meet Myenergi standards.
- Help reduce repeat faults through education and proactive support.
- Promote best practice installation techniques.
- Case Management
- Prioritise workload according to urgency and business needs.
- Escalate complex technical issues to senior technical staff or Engineering when required.
- Ensure escalation information is complete and accurate.
- Monitor outstanding cases to ensure timely resolution.
- Maintain accurate customer records.
- Knowledge Management
- Use internal knowledge bases and technical documentation effectively.
- Help improve support documentation and FAQs.
- Identify recurring product issues and communicate trends to management.
- Share learning and technical knowledge with colleagues.
- Participate in internal training sessions.
- Continuous Improvement
- Identify opportunities to improve customer service.
- Assist with testing of new products, firmware and software releases where required.
- Support improvements to technical support processes.
- Contribute ideas that enhance efficiency and customer satisfaction.
- Team Responsibilities
- Attend team meetings and product training.
- Support colleagues during busy periods.
- Maintain excellent working relationships across all departments.
- Demonstrate flexibility and willingness to undertake additional reasonable duties.
- Compliance & Company Responsibilities
• In line with the employment contract you will
- Carry out duties safely and responsibly.
- Follow all Health & Safety procedures.
- Maintain confidentiality.
- Protect company assets and information.
- Comply with Quality Management procedures.
- Support environmental sustainability initiatives.
- Demonstrate the Myenergi values of professionalism, teamwork, integrity and customer focus.
- Maintain a clean and organised working environment.
- Undertake any other reasonable duties within your capabilities. These responsibilities reflect the duties described within the employment contract.
- Training & Development
Full training will be provided on
- Myenergi product range
- Renewable energy systems
- EV charging
- Solar PV
- Battery storage
- Internal systems
- Customer service standards
- Technical troubleshooting
Ongoing training and development opportunities will be available as our product portfolio continues to expand.
- Success Measures
- Customer satisfaction scores
- First contact resolution rate
- Ticket quality
- Productivity and response times
- Technical knowledge development
- Positive customer feedback
- Team contribution
- Compliance with company procedures
- Continuous professional development
Required Qualifications and Experience
Previous customer service experience (any sector).
Telephone experience is preferable.
This role will require technical experience/interest as you will be assisting with troubleshooting technical queries, you will need good problem-solving skills with strong attention to detail.
You will have a natural passion for delivering exceptional customer service and be able to build rapport quickly with customers regardless of the platform.
You will have good listening skills and be intuitive to identify and react to how customers are feeling and be able to respond in a positive and engaging manner.
Excellent written and verbal communication skills.
Our Values
- Bold – Push for better
- Challenge the norm and set new standards
- Try new ideas and learn fast
- Focus on progress, not perfection
- Speak up, even when it's hard
- Empowered – Own the outcome
- Take responsibility for your work and results
- Make informed decisions
- Welcome challenge and give it respectfully
- Put customers first
- United – Work as one
- Collaborate and share openly
- Communicate clearly and honestly
- Support each other
- Think beyond your own team
- Purposeful – Do work that matters
- Consider the impact of your decisions
- Help customers save money and cut carbon
- Build technology that is made to last
- Deliver value through continuous improvement myenergi is committed to being an equal opportunity, diverse and inclusive employer.
We want a supportive and inclusive environment where our colleagues can reach their full potential without prejudice and discrimination.
We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.
#J-18808-Ljbffr
Technical Support Assistant Group Technical Support · Ireland Subsidiary employer: Myenergi Ltd
At myenergi, we pride ourselves on fostering a positive and inclusive work culture that empowers our employees to thrive. As a Receptionist at our Stallingborough HQ, you will enjoy a supportive environment with opportunities for career development, alongside benefits such as private medical insurance, enhanced holiday allowances, and a commitment to mental health support. Join us in making a meaningful impact while enjoying perks like free EV charging and birthday leave, all within a dynamic and purpose-driven team.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Assistant Group Technical Support · Ireland Subsidiary
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Myenergi Ltd. 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 Myenergi Ltd 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 Assistant Group Technical Support · Ireland Subsidiary
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 Myenergi Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Myenergi Ltd 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 Myenergi Ltd!
How to prepare for a job interview at Myenergi Ltd
✨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.
