Technical Support

25000.00 - 30000.00 GBP Annual
15 Mar 2021
08 Apr 2021
Contract Type
Full Time
Aquilo recruitment ltd are looking for An Exceptional Technical coordinator the UK's largest Wholesale Distributor of Solar PV, Energy Storage Systems, and EV-charging.

The clients customer base consists of various profiles of commercial and residential installation companies and they also supply other wholesale distributors..
The companies UK growth and market share penetration continues, and they now seek to add their existing UK Technical team with a confident and knowledgeable Customer Technical Support.

Candidate Profile

My client provides added-value to customers by providing industry-leading pre-sales and post-sales Technical Support. This requires a full understanding of the technical applications of their product portfolio, the requirements of our customers and changes in the relevant UK regulations and guidance - and in turn what this means to the installation and compatibilities of our product range.

The successful candidate will have a strong, clear telephone manner and also be able to communicate through clear, literate emails. They should be adept at fault-finding, solving problems and must be a team player who will share knowledge with their colleagues, and help translate it to our customers.

They should also have sensitivity to our relationships with key manufacturers. They will need to be thorough and have good organizational and prioritisation skills. They will have technical/installation experience in some or all of solar PV, ESS and EV charging.

The role:
- Telephone technical support to customers - pre and post-sale
consists of design advice, planning, application and troubleshooting
- Full documentation of call details on the Customer Management system
- Help with queries relating to firmware/communication/settings/fault finding/troubleshooting
- On-going development of product/industry/regulatory knowledge
- Share knowledge with colleagues
- Know where to cease support
- People skills and ability to manage customer expectations
- Follow RMA processes where appropriate
- Liaise with manufacturer technical teams when required
- Pre and post-sales support
- Use of TeamViewer, Microsoft office/excel(basic)

Core Competencies:
- Excellent, confident, telephone manner and communication skills (written and verbal)

- Working technical knowledge of Solar PV, ESS and EV charging
- Organisational and prioritisation skills

-Computer literate and ability to use CRM system
- Process driven
- Team player
- Technically minded
- Retention of technical facts
- Positive, can-do, problem solver
- Appreciation and reflection of company strategy
- Ability to give clear instruction
- Patience and appreciation of customer on-site experience