Software Support Executive (Cambridge)

Midsummer is a fast-growing company selling a range of renewable energy products from our offices in Cambridge, Glasgow and Dublin. We sell solar PV systems, battery storage, electric vehicle chargers, heat pumps and a variety of other associated products. We were recognised as the UK's best renewables distributor for 2020.

Our software team has built some of the most powerful solar design and heat pump design software solutions available on the market. Check out Easy PV and Heat Punk - it’s free to create a login and try them out. We also sell customised enterprise versions of our software to major global energy suppliers, retailers and installers.

We have a strong environmental ethos and a passion for promoting the uptake of renewables, and our team shares a belief in an open and honest approach to business. Find out more about our story, purpose and how we make sustainability, integrity and innovation central to what we do here.

Midsummer Energy is committed to making diversity, equity, and inclusion part of everything we do – from how we support our customers to how we build our workforce. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.

In Easy-PV, arranging panels is simple and fast. Required mounting components, such as rails, clamps, and hooks, are automatically calculated in the blink of an eye.

You will be providing customer support and training for our solar design software, Easy PV. This will include supporting large enterprise customers as well smaller companies who use the software. Mainly this will involve speaking to customers on the phone, dealing with support emails, and running daily training webinars.

You’ll help us meet our SLAs (like response and resolution times) and collaborate with team members to properly manage customer inquiries and escalate issues when appropriate. You’ll need to manage customer expectations and coordinate with our development team regarding estimated response times for issue resolution.

You’ll help us build out our software support documentation and user guides, making it easier for our users to get the most out of our software solutions.

We’ll expect you to deal with customer queries and feedback quickly and professionally, putting customers at the heart of everything you do. The role will suit you if you enjoy being busy, speaking to people and building relationships.

You’ll report to our Head of Software Sales and work with a team focused on growing the software side of the business.

We are looking for candidates who have a demonstrable interest in software, sustainability and renewable energy. Some experience of customer support activities, or building relationships would be an advantage, but a winning way with customers and a willingness to learn also go a long way. You’ll need to be tech-savvy and have the ability to quickly grasp technical information, and explain it clearly. The ideal candidate will thrive in a team, but have a problem-solving and self-led approach during busy periods. Establishing and building relationships is a key part of the role, along with attention to detail and a friendly manner.

Bonus points if you have worked for a tech startup or tech company in a customer support role in the past and have experience with ticketing and CRM systems.