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Technical Support Tier 2 Specialist III

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Tesla

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Melbourne

AI generated summary

  • You need 2 years of relevant experience, strong English communication, customer service skills, CRM and MS Office proficiency, plus a background in energy or technical support.
  • You will provide top-tier support via calls and emails, resolve technical battery issues, educate customers, record data, and communicate concerns with relevant teams. Shifted workweek may be required.

Requirements

  • Minimum 2 year of relevant work experience, preferably with an electrical or engineering background
  • Excellent written and oral English communications skills
  • Excellent customer service skills
  • Ability to prioritize effectively and handle shifting priorities
  • Experience with CRM systems and MS Office Suite
  • Energy industry experience or background in technical support or call center environment preferred
  • Understanding of distributed generation and/or energy storage systems preferred
  • Ability to follow oral and written instructions with attention to detail
  • Willingness to learn about new and innovative technologies
  • Willingness to assist and teach others on the team
  • Establish and maintain positive, cooperative, working relationships
  • Effectively handle multiple priorities, organize workload, and meet deadlines
  • Work in a team-based environment and achieve common goals

Responsibilities

  • Provide the highest level of customer support by answering inbound calls and emails
  • Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues with the battery systems
  • Educate our Installers and customers so they have optimal confidence in the operation of their energy storage system
  • Determine if a technical solution can be resolved via phone or if service or further diagnostics is needed
  • Communicate customers concerns with NOC Managers, Service Engineering, or Field Service as necessary
  • Accurately record issues and data into CRM database
  • This role may require a shifted workweek and support grows

FAQs

What is the role of a Technical Support Tier 2 Specialist III at Tesla?

The Technical Support Tier 2 Specialist III provides technical support for Tesla's Energy product lines, responding to customer inquiries and resolving technical issues related to battery systems while ensuring a high level of customer service.

What qualifications are required for this position?

Candidates should have a minimum of 2 years of relevant work experience, preferably with an electrical or engineering background, excellent communication and customer service skills, experience with CRM systems, and a willingness to learn new technologies.

Is experience in the energy industry necessary for this job?

While energy industry experience is preferred, it is not mandatory. A background in technical support or customer service is beneficial.

What type of interactions can I expect in this role?

The position requires frequent interaction with customers, installers, and collaboration with Sales, Operations, and Service staff to enhance the customer experience.

Are there any specific tools or technologies I need to be familiar with?

Candidates should be familiar with CRM systems, the MS Office Suite, and have a basic understanding of distributed generation and energy storage systems.

Will the role require me to work in shifts?

Yes, this role may require a shifted workweek as support requirements grow.

What skills are important for success in this role?

Key skills include excellent written and verbal communication, strong customer service abilities, prioritization skills, attention to detail, and the capacity to work in a team-based environment.

Do I need to provide my own equipment for remote work?

The job description does not specify equipment policies, but candidates are encouraged to discuss any needs with the recruiter during the interview process.

How does Tesla ensure diversity in the workplace?

Tesla is an Equal Opportunity / Affirmative Action employer and is committed to diversity without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, veteran status, gender identity, or any other protected factor.

Is there support for individuals with disabilities during the recruitment process?

Yes, Tesla is committed to providing reasonable accommodations for individuals with disabilities. Candidates can inform their recruiter if they need accommodations at any point in the interview process.

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Tesla

Tesla’s mission is to accelerate the world’s transition to sustainable energy.

Automotive
Industry
10,001+
Employees
2003
Founded Year

Mission & Purpose

Tesla’s mission is to accelerate the world’s transition to sustainable energy through increasingly affordable electric vehicles in addition to renewable energy generation and storage. California-based Tesla is committed to having the best-in-class in safety, performance, and reliability in all Tesla cars. There are currently over 275,000 Model S, Model X and Model 3 vehicles on the road worldwide. To achieve a sustainable energy future, Tesla also created infinitely scalable energy products: Powerwall, Powerpack and Solar Roof. As the world’s only vertically integrated energy company, Tesla continues to innovate, scale and reduce the costs of commercial and grid-scale systems, with the goal of ultimately getting us to 100% renewable energy grids.