Working pattern: Full time, 37.5 hours per week, Monday to Friday
Contract: Permanent
Salary: £28,000 - £34,000 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 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 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.
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 Agent
Salary description
£28000.00 - £34000.00 per year