Technical Support Specialist (2nd Line)

You’ll be the technical backbone of our support team and the escalation point for our 1st line advisors and for installers on site. You’ll take the faults that need real diagnosis, the installs that have gone wrong and the customers who have lost patience, and see each one through to a fix they’re happy with.

That takes technical credibility, empathy and a cool head. When a case needs more than you can give, you’ll escalate it clearly to our technology partners and to your manager, and keep chasing until it’s resolved.

What you’ll do

• Own complex cases end to end: diagnose, fix or arrange the fix, and confirm the customer is back up and running.
• Troubleshoot properly: work through charger, firmware, connectivity (Wi-Fi, 4G, Ethernet), app and load-management issues to find the root cause.
• Turn angry customers around: listen, de-escalate, set honest expectations and agree a clear plan.
• Back up our installers: guide them through commissioning and fault-finding by phone so jobs are completed first time.
• Escalate with clarity: brief our technology partners and your manager with a clear summary of symptoms, evidence, steps taken and customer impact.
• Become the product expert: build deep knowledge of the full Cord range and keep it current as new products and firmware land.
• Fix things at source: spot recurring faults, feed insight back to Product and Operations, and keep our troubleshooting guides and FAQs up to date.
• Keep it tidy: record everything clearly in HubSpot and Jumptech so the whole team can see where things stand.

• At least 2 years in a technical support, product support or installer-facing technical role (EV charging, electrical, energy, telecoms or similar).
• A logical, evidence-led approach to diagnosing hardware, software and connectivity problems.
• Proven experience handling escalated or complaint-driven customers, with the composure to keep them on side.
• The knack of explaining technical detail simply to customers and installers, and precisely to engineers and partners.
• Strong written and verbal communication, and experience of ticketing or CRM systems.
• Good judgement on when to resolve, when to escalate and when to raise a concern.

Nice to have

• EV charging experience (strongly preferred), or a renewables or wider energy background.
• Familiarity with OCPP, charge point management systems, or reading charger logs and fault codes.
• Understanding of home networking and IoT connectivity.
• Experience managing relationships with manufacturers or technology partners., * Technical support: 1 year (preferred)

• Salary of £28,000 to £31,000 per year, depending on experience.
• Monthly discretionary bonus (non-contractual): 5% of base salary.
• Pension: 4% employer / 4% employee, matched up to 5%.
• 32 days’ holiday including bank holidays, rising with service after 5 years.
• BUPA cash plan.
• Hybrid working: 3 days a week at our Gas Street office in Birmingham.

Hours: Monday to Friday, shifts within 8:30am-6:00pm. Start date: as soon as possible.

Sound like you?

We keep things super simple, make sure value matters and always look for how to be better. If that sounds like your kind of team, we’d love to hear from you.

Pay: £28,000.00-£31,000.00 per year

Cord was founded in Birmingham in 2023 by two car enthusiasts who were fed up with how complicated it was to get an EV charger installed at home. So they built their own smart charger, designed and tested for UK homes and businesses: high quality without the high price tag.

Today more than 10,000 EV drivers charge with Cord, we’re a Which? Trusted Trader, and our customers rate us “excellent” on Trustpilot. When someone calls Cord they get a real person, right here in Birmingham, and that’s the team you’d be joining.