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 Skills for This Role
Zendeskzappi EV Chargerseddi Power Diverterlibbi Battery Storage Systemglo EV ChargerHarvi
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⚡️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.
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Provide technical support across the Myenergi product range including:
zappi EV Chargers
eddi Power Diverter
libbi Battery Storage System
glo EV Charger
Harvi
CT Clamps
Myenergi App
Home Energy Management System (HEMS)
Support includes:
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
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.
