Technical Support Coordinator

myenergi; Grimsby; On-site; GBP 20,000 - 25,000; Full time

Benefits offered by this job

Free on-site EV charging

Private medical insurance

Cycle to work scheme

25 days holiday

Employee assistance programme

Job summary

myenergi is seeking a Technical Support Coordinator to assist customers through service tickets and resolve issues efficiently. The role involves engaging with customers over the phone, troubleshooting technical queries, and ensuring excellent service.

The ideal candidate will have customer service experience and strong communication skills, alongside a passion for technical support. The position offers benefits including private medical insurance and a positive, purpose-driven working environment.

Qualifications

• Minimum of 1 year’s customer service experience.
• Technical interest or background, capable of troubleshooting.
• Excellent written and verbal communication skills.

Responsibilities

• Support customers in response to service tickets.
• Identify and troubleshoot technical issues.
• Deliver a world-class customer experience.

Skills

Customer service experience

Technical troubleshooting

Communication skills

Problem-solving skills

Job description

We Are Recruiting For Additional Technical Support Coordinators

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.

Role Summary

Reporting to the Technical Support Manager, Technical Support Coordinators support customers in response to service tickets. Coordinators must multi‑task across various systems while engaging with customers over the phone, providing excellent customer service in a timely manner, resolving first‑time issues where possible, and escalating to supporting teams as needed. They work collectively with a larger team to meet KPI targets and SLA requirements.

Key Responsibilities

• Guide customers through actions to resolve issues via phone or email, arranging repair or replacement of parts as necessary.
• Identify hardware and software solutions and troubleshoot network issues.
• Support the roll‑out of new firmware applications.
• Resolve issues on the first call where possible; follow up if not resolved.
• Meet metrics such as call and case quality, productivity, and call handling KPIs.
• Provide timely and accurate customer feedback while managing multiple cases simultaneously.
• Use a triage call/ticketing system to divert complex queries to 2nd line support when required.
• Deliver a world‑class customer experience.

Required Qualifications and Experience

• Minimum of 1 year’s customer service experience (any sector).
• Telephone experience is preferable.
• Technical interest or background, with the ability to troubleshoot technical queries.
• Strong problem‑solving skills and attention to detail.
• Natural passion for delivering exceptional customer service and building rapport quickly with customers.
• Good listening skills and the ability to respond positively and engagingly based on customer cues.
• Excellent written and verbal communication skills.

Working Hours

Monday – Friday 09:00 – 17:00. After successful completion of probation, hours will rotate: week one 08:00 – 16:00, week two 10:00 – 18:00.

Benefits

• Free on‑site EV charging
• Private medical insurance
• Cycle to work scheme
• 25 days’ holiday (increasing with service) plus bank holidays
• Mental health first aiders across the business
• Career development and ongoing support
• Employee empowerment and autonomy
• Free on‑site parking
• Positive, purpose‑driven working environment
• EV salary sacrifice scheme
• Birthday leave
• Life assurance – death in service
• Long service awards
• Enhanced maternity and paternity pay
• Life celebrations – vouchers for birth and marriage
• Employee assistance programme – 24/7 UK‑based counselling helpline

myenergi is committed to being an equal‑opportunity, diverse and inclusive employer. We want a supportive and inclusive environment where colleagues can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding are fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.