Master / Technician as Technical Customer Support for Heat Pumps (m/f/d)

Your Responsibilities

• You are the technical 2nd-level support for our heat-pump customers, answering technical questions by phone and in writing.
• Together with customers you run structured fault-finding and explain the technology in plain language.
• You collaborate closely with Customer Service, Engineering and internal experts.
• You translate recurring queries into FAQs and build up a knowledge base.
• Training and research keep your heat-pump expertise up to date.

Your Working Day

• No on-site work – you support customers remotely from Berlin.
• You spot patterns in enquiries and turn them into scalable knowledge.
• Rather than handling single cases in isolation, you help us improve processes sustainably.

What Makes the Role Special

Newly created position – you shape technical customer support from the ground up and have direct impact on customer satisfaction and internal efficiency.

Your Profile

• Completed technical training with master or technician certificate (e.g. electrical, HVAC/plumbing); career starters welcome
• Sound knowledge of heat pumps and heating systems
• Enjoy explaining technology remotely
• Strong communication skills and customer-oriented mindset
• Structured, documentation-friendly way of working
• Keen to proactively design new processes

Apply if you love explaining technology and want to create lasting value for customers.

Benefits

• Share options in Octopus Energy Group
• Monthly subsidies for public transport, lunch, childcare
• Company pension, bike-leasing scheme
• Parental allowance top-up & HeyNanny advice
• Wellpass fitness & mental-well-being programme (OpenUp)
• Training, free language courses (Busuu), birthday voucher

We welcome applications from all genders, ages, identities, backgrounds and with or without disabilities – what counts is your drive to revolutionise the energy market with us.