Job
In this role, you perform technical diagnosis and problem-solving on heat pumps via remote access, advise customers on optimizing their systems, and meticulously document all processes.
This listing has been machine translated. Show original
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 is warm again.
- You analyze and resolve complex technical issues with heat pumps via phone, email, and remote maintenance tools.
- You take on complex cases, persistently get to the root cause, and see the process through to a successful resolution.
- You provide end customers with expert technical advice on optimizing their entire system’s hydraulics and control systems.
- As a technical sounding board in telephone customer service, you support colleagues in overcoming technical challenges.
- You create FAQs, playbooks, and structured knowledge articles for our customer service and self-service areas based on recurring cases.
- You work closely with HVAC master technicians, area and regional managers, and the operational customer service team, maintain accurate records in modern CRM and ticketing systems, and keep track of open cases.
Our expectations of you
Education
- You have completed vocational training or have extensive practical experience in the HVAC industry (heating systems, plumbing and air conditioning, electrical engineering, customer service, or commissioning).
Qualifications
- You have already installed, maintained, or serviced heat pumps as part of an emergency response team.
- Ideally, you are familiar with common control systems and hydraulics.
- You enjoy talking on the phone, remain patient even with concerned customers, and can explain complex technology in simple, reassuring terms.
- You don’t give up until the problem is solved, and you’re happy to go the extra mile to ensure high customer satisfaction.
- Fast response times (within 24 hours), well-managed tickets, and a low backlog are signs of professional work to you.
- You communicate confidently and courteously 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
More jobs
These jobs might also interest you
Operation, monitoring, and further development of the network infrastructure. Administration and configuration of firewalls, routers, and switches. Ensuring network availability, performance, and security. Participation in IT security concepts and...
Area of responsibility “DRV Bund IT” is the service provider for Deutsche Rentenversicherung Bund, developing and operating a complex IT system landscape in close coordination with its customers. Our “IT4IT” domain provides IT departments across DRV...
Anyone who joins here not only designs software – they bring machines to life that are recognizable on real construction sites. Software Developer (m/f/d) Basic Engineering Our client is an internationally leading manufacturer of technically...
