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# Technical Support Specialist (2nd Line)

- **Company:** Cord Power Technologies Ltd
- **Location:** Birmingham, UK
- **Salary:** £28,000.0 - £31,000.0
- **Contract:** Permanent contract
- **Skills:** 4G (Telecommunication), Ethernet, Firmware, Wi-Fi Technology, Connectivity Problems, Home Networking, Hubspot
- **Published:** October 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=055486a6eeea141a

## About the Role

* 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)

## Description

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.