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

Success in this role will be measured through:

• 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:

At myenergi, our values guide how we work every day

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.