Hybrid Installation Support Specialist, Climate Tech

Heat Geek; Greater London; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Heat pump grant

Employee shares

Salary review

Private medical insurance

Dental insurance

Learning budget

Summer retreat

Gym membership

Season ticket loan

Cycle to work

Yoga & social events

Job summary

Heat Geek is hiring a Support Associate to be the first point of contact for installers needing help on live jobs. You will provide essential on-site support and assist homeowners with timely responses after installation.

This is a 3-day-in-the-office hybrid role at Sustainable Ventures in Waterloo, within Europe’s largest climate-tech hub. You’ll work with technical and account teams to keep installations moving and ensure a seamless experience.

Qualifications

• 5+ years in customer support or a similar customer-facing role.
• Strong track record in phone-based support.
• Excellent spoken and written communication, able to explain things clearly to installers and homeowners.
• Empathy: warm, friendly and patient, with genuine care for helping people.
• Composure: calm and clear under pressure, especially with urgent live queries.

Responsibilities

• Installation support: be the voice on the phone for installers and homeowners during live installs.
• After-sales care: look after homeowners after installation, providing timely help and answers.
• Query ownership: own common queries end to end and resolve them using structured processes.
• Escalation: know when to hand issues to Account Managers or tech specialists with all needed info.
• Complaints: manage straightforward complaints through to resolution, keeping customers informed.
• Process improvement: identify recurring questions and issues and improve support docs and SOPs.
• Follow-through: keep accurate records so actions are completed and colleagues have the full picture.
• Product knowledge: stay up to date with Heat Geek's services and knowledge resources.

Skills

Customer support

Phone support

Communication

Empathy

Composure

Ownership

Process-minded

Tech-savvy

Job description

Heat Geek is hiring a Support Associate to be the first point of contact for installers needing help on live jobs. You will provide essential on-site support and assist homeowners with timely responses after installation.

This is a 3-day-in-the-office hybrid role at Sustainable Ventures in Waterloo, within Europe’s largest climate-tech hub. You’ll work with technical and account teams to keep installations moving and ensure a seamless experience.