1st Line Technical Support

**1st Line Technical Support Role**

Please note, this is an in-office role

**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**:
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 IT based issues across all product lines.
- 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.

**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)
- A fully electric Company vehicle after 6 months *
- 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 15-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

**Salary**: From £21,000.00 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