Tier 2 Technical Support Specialist, Energy

Technical Support Specialists provide technical support for Tesla's Residential Energy product lines, ensuring Tesla meets its obligations and commitments by responding to inquiries in an accurate and timely manner. This position will ideally suit someone who is client facing with an electrical or engineering background. This position requires a high level of customer and employee interaction, so the ideal candidate will not only possess the technical acumen, but also the ability to provide a strong level of customer service. This position requires collaboration with Sales, Operations, and Service staff to proactively improve the owner experience for a rapidly growing customer base.

Qualified persons may have a background in the energy industry or technical customer support. Candidates will thrive in both an independent and team environment. You must be able to proactively seek out projects that enhance optimal customer service and team organization while completing daily tasks accurately and with minimal oversight. Most importantly, your core value includes a desire to exceed customer expectations, answer questions before they are asked, and ensure every aspect of the Energy products experience is a true pleasure.

Provide the highest level of customer support by answering inbound calls, chats, 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 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 Service Engineering, or Field Service, as necessary.

Accurately record issues and data into CRM database.

This role may require a shifted workweek as support grows.

Requirements

Minimum 1 year of relevant work experience, preferably with an electrical or engineering background.

Excellent written and oral 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.