Full job descriptionJunior Technical Support Agent
Location
Basildon
Reports To
Technical Support Manager
Salary
£21,500-£25,000
About Us
We are looking for an enthusiastic, technically minded individual to join the team at HeatPumps4Pools; the UK’s leading specialist supplier of heat pumps and heating solutions for swimming pools, koi ponds, and domestic applications. If you are someone who enjoys understanding how things work, communicates clearly and confidently, and finds real satisfaction in helping customers reach the right answer, we would like to hear from you. We supply a wide range of products across the UK and Europe and have built our reputation on the quality of the technical advice and support we provide to customers before and after purchase.
Role Overview
We are seeking a motivated and customer-focused Junior Technical Support Agent to join our growing technical support team. This role is ideal for someone with strong problem-solving abilities, excellent communication skills, and a willingness to develop technical expertise within the heating and renewable energy sector.
As the primary point of contact for customers, contractors, and tradespeople, you will provide remote technical support, manage support tickets, assist with troubleshooting, and help ensure customers receive timely and effective resolutions to their enquiries.
Key Responsibilities
Customer Support
*Act as the primary point of contact for end users, contractors, and tradespeople seeking technical assistance.
*Deliver professional, courteous, and effective customer service via phone, email, and ticketing systems.
*Direct unsupported or non-technical enquiries to appropriate third parties where necessary.
Technical Support
*Diagnose and troubleshoot product and system faults remotely.
*Validate and assess spare parts requests.
*Obtain supplier quotations and process spare parts orders where urgent support is required.
*Handle basic system sizing enquiries and provide guidance within established procedures.
*Escalate complex technical issues to senior team members when required.
Ticket Management
*Manage the technical support ticketing system.
*Categorise, prioritise, and monitor inbound support requests to ensure service levels are maintained.
*Maintain accurate and detailed records of customer interactions, troubleshooting activities, and resolutions.
Supplier Liaison
*Liaise with suppliers’ technical departments when specialist or manufacturer-level support is required.
*Coordinate technical information and updates between customers, suppliers, and internal teams.
Role Development Opportunities
The successful candidate will have the opportunity to expand their technical knowledge and responsibilities, including:
*Developing advanced system sizing and specification skills.
*Providing support for domestic (home) heat pump systems.
*Undertaking F-Gas training and certification (where applicable).
*Keeping up to date with relevant industry standards, regulations, and product developments.
*Progressing towards a more senior technical support or technical specialist role.
Skills & Experience
Essential
*Strong willingness to learn and develop technical knowledge.
*Excellent customer service and communication skills.
*Good technical aptitude and problem-solving ability.
*Strong organisational skills and attention to detail.
*Accurate and timely record-keeping skills.
*Ability to prioritise workload and manage multiple tasks effectively.
*Competent IT skills, including experience using email and ticketing systems.
Desirable but not required
*Previous experience in a customer service or technical support environment.
*Knowledge of heating, plumbing, HVAC, renewable energy, or related industries.
*Experience dealing with contractors, installers, or trade professionals.
*Familiarity with CRM or support ticketing platforms.
Personal Attributes
*Positive and proactive attitude.
*Patient and professional approach to customer interactions.
*Strong analytical and troubleshooting mindset.
*Reliable, organised, and detail oriented.
*Team player with a collaborative approach to problem-solving.
*Ability to adapt to seasonal demand