Job
In this role, you analyze technical issues with heat pumps from home, perform diagnostics via remote access, and advise customers on optimizing their systems. Proactive escalation management and knowledge documentation are also part of your tasks.
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Your role in the team
- As a Technical Support Specialist for Heat Pumps (2nd Level) at the Customer Fulfillment Center (CFC), you are the technical point of contact when First-Level Support reaches its limits.
- You perform remote diagnostics, resolve the issue while the customer is standing in front of the system, and take ownership of ensuring their home gets warm again.
- 2nd-level troubleshooting: You analyze and resolve complex technical issues with heat pumps via phone, email, and remote maintenance tools.
- Escalation management: You take on complex cases, persist in getting to the root cause, and see the process through to a successful resolution.
- Expert consulting with a forward-looking perspective: You provide end customers with technically sound advice on optimizing their entire system’s hydraulics and control technology.
- Knowledge multiplier: As a technical sparring partner in telephone customer service, you support colleagues in overcoming technical challenges.
- Process & Self-Service Development: You create FAQs, playbooks, and structured knowledge articles for our customer service and self-service areas based on recurring cases.
- Cross-functional collaboration & data hygiene: You work closely with HVAC master technicians, area and regional managers, and the customer service operations team, maintain accurate records in modern CRM and ticketing systems, and keep track of open cases.
Our expectations of you
Education
- Practical heating expertise: You have completed vocational training or gained extensive hands-on experience in the HVAC industry (heating installation, plumbing and air conditioning, electrical engineering, customer service, or commissioning).
Qualifications
- You have already installed, maintained, or provided emergency support for heat pumps yourself.
- Manufacturer knowledge (Wolf, Vaillant, etc.): Ideally, you are familiar with common control systems and hydraulic systems.
- For other makes, we support you with targeted training.
- Strong communication skills & empathy: You enjoy talking on the phone, remain patient even with concerned customers, and can explain complex technology in simple, reassuring terms.
- Solution-oriented mindset & service mentality: You don’t give up until the problem is solved, and you’re happy to go the extra mile to ensure high customer satisfaction.
- Structure & quality standards: Fast response times (within 24 hours), well-managed tickets, and a low backlog are signs of professional work to you.
- Language skills: You communicate fluently and confidently in German, both verbally and in writing.
What we offer
- The position is managed from our office in Berlin, but offers you maximum flexibility.
- After thorough onboarding on-site, you can work comfortably from home 2–3 days a week.
Benefits
Work-Life-Integration
Higher take-home pay
Health, fitness & fun
Topics you will work on
Job locations
About your employer
Octopus Energy Ltd focuses on developing innovative technologies and providing renewable energy plans to make energy supply more sustainable.
- Startup
- Onsite, Hybrid
- Power Sector, Economy
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