Technical Support Assistant
Full-time
Tesla
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.
- zappi EV Chargers
- eddi Power Diverter
- libbi Battery Storage System
- glo EV Charger
- Harvi
- CT Clamps
- Myenergi App
- 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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Myenergi product range
- Renewable energy systems
- EV charging
- Solar PV
- Battery storage
- Internal systems
- Customer service standards
- Technical troubleshooting
- 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
- 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
- Take responsibility for your work and results
- Make informed decisions
- Welcome challenge and give it respectfully
- Put customers first
- Collaborate and share openly
- Communicate clearly and honestly
- Support each other
- Think beyond your own team
- 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
Vacancy posted 6 hours ago
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