Technical Support Agent

Technical Support Agent

Location: Eynsham Oxfordshire (office based)

Working pattern: Full time 37.5 hours per week Monday to Friday

Contract: Permanent

Salary: 28000 - 34000 per annum

About us

We 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 Kings 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 role

As 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 doing

Helpdesk and customer support

• First point of contact for inbound calls and HubSpot tickets across our full customer and partner base
• Log categorise and prioritise every enquiry accurately in HubSpot
• Own tickets through to resolution keeping customers informed on timescales
• Escalate 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 solutions
• Support customers and installers through commissioning
• Help users set up and get the most from our app and home energy management system
• Troubleshoot connectivity and network issues affecting the cylinder or app
• Work 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 leak
• Provide calm clear guidance to make the situation safe and arrange the right response or escalation
• Follow 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 evolve
• Contribute to knowledge-base articles FAQs and troubleshooting guides
• Share recurring issues and product feedback with the wider Service and Engineering teams

What you will bring

Essential

• Sound technical aptitude and a genuine interest in learning how our solutions work
• Strong problem-solving and troubleshooting skills with a logical methodical approach
• A high standard of customer care and the confidence to handle difficult customer conversations calmly and professionally
• Clear written and verbal communication
• Well organised able to manage and prioritise a varied workload that includes urgent issues
• Comfortable using ticketing or CRM systems such as HubSpot

Desirable

• Experience in a technical support helpdesk or contact centre environment
• Familiarity with heating hot water heat pump IoT or connected home products
• Understanding of home networking and connectivity troubleshooting

What is on offer

Wellbeing

• Benenden Healthcare plan and Health Cash Plan
• Employee Assistance Programme with access to free counselling and advice
• Cycle to Work scheme
• Free on-site parking

Financial

• Pension contributions of 5% on basic salary via salary exchange
• Income protection
• Share options potential not guaranteed and subject to scheme rules
• Discount 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 leave
• Flexible working policy
• Enhanced maternity and paternity
• One paid volunteering day per year

Some benefits are available on successful completion of your probationary period. See the staff handbook for details.

Additional information

Our 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.

Required Experience:

Unclear Seniority