Technical Support Agent

Location: Eynsham, Oxfordshire (office based)Working pattern: Full time, 37.5 hours per week, Monday to FridayContract: PermanentSalary: £28,000 - £34,000 per annumAbout usWe are on a mission to decarbonise homes and help households save on their energy bills. Founded on research from the University of Oxford in 2014, we have grown into a company with world-class technology tackling one of the biggest challenges in the energy transition: hot water.As the UK electrifies, every home will need a hot water cylinder. Our smart technology turns each one into a connected heat battery, helping the grid take on more renewable energy while lowering bills for homeowners and tenants.In 2025 we were awarded the King's Award for Enterprise in Innovation, and we recently secured £12 million in funding led by Barclays Climate Ventures to accelerate our next phase of growth. We are also an accredited Living Wage Employer.The roleAs a Technical Support Agent you will be a first point of contact for everyone who relies on our smart hot water solutions, from homeowners and installers to merchants, developers and building managers. Working from our helpdesk, you will take inbound calls and HubSpot tickets, get to the bottom of technical and product issues, and guide people through commissioning, connectivity and everyday use of our products and app.You will support homeowners and end users, installers, merchants, new build developers, social housing managers and commercial building managers.What you will be doingHelpdesk and customer support First point of contact for inbound calls and HubSpot tickets across our full customer and partner baseLog, categorise and prioritise every enquiry accurately in HubSpotOwn tickets through to resolution, keeping customers informed on timescalesEscalate to second-line, engineering or field teams with a clear handover of the diagnosis and steps already taken Technical support and troubleshooting Diagnose and resolve product, hardware and firmware issues across our cylinder range, including heat pump, commercial and Cube X solutionsSupport customers and installers through commissioningHelp users set up and get the most from our app and home energy management systemTroubleshoot connectivity and network issues affecting the cylinder or appWork methodically through faults using diagnostic tools, product documentation and careful questioning to find the root cause Emergency and priority situations Recognise and prioritise emergencies such as no hot water or a cylinder leakProvide calm, clear guidance to make the situation safe and arrange the right response or escalationFollow the correct process for urgent and safety-related issues without delay Learning and knowledge Build and maintain a strong working knowledge of our solutions, keeping it current as the products evolveContribute to knowledge-base articles, FAQs and troubleshooting guidesShare recurring issues and product feedback with the wider Service and Engineering teams What you will bringEssential Sound technical aptitude and a genuine interest in learning how our solutions workStrong problem-solving and troubleshooting skills, with a logical, methodical approachA high standard of customer care, and the confidence to handle difficult customer conversations calmly and professionallyClear written and verbal communicationWell organised, able to manage and prioritise a varied workload that includes urgent issuesComfortable using ticketing or CRM systems such as HubSpot Desirable Experience in a technical support, helpdesk or contact centre environmentFamiliarity with heating, hot water, heat pump, IoT or connected home productsUnderstanding of home networking and connectivity troubleshooting What is on offerWellbeing Benenden Healthcare plan and Health Cash PlanEmployee Assistance Programme with access to free counselling and adviceCycle to Work schemeFree on-site parking Financial Pension contributions of 5% on basic salary via salary exchangeIncome protectionShare options potential, not guaranteed and subject to scheme rulesDiscount scheme on everyday purchases including shopping, holidays and gym membership Training and development Training, and career development opportunities that come with a scale-up in a phase of rapid growth Leave and flexible working 33 days holiday including public holidays, plus up to 5 days unpaid leaveFlexible working policyEnhanced maternity and paternityOne paid volunteering day per year Some benefits are available on successful completion of your probationary period. See the staff handbook for details.Additional informationOur recruitment process typically includes a profile review, a Teams interview, an assessment relevant to the role, and a face-to-face interview at our Oxfordshire HQ.We are committed to building a diverse and inclusive workplace where everyone can do their best work. We welcome applications from people of all backgrounds and are happy to discuss any reasonable adjustments you may need during the recruitment process.You may have experience of the following: Technical Support Advisor, Customer Support Agent, Technical Support Executive, Helpdesk Advisor, IT Support Agent, Customer Service Technical Advisor, Product Support Specialist, Service Desk Agent, Technical Customer Service Advisor, First Line Support AgentJBRP1_UKTJ