Technical Support Graduate

4 weeks ago

Melbourne, Victoria, Australia Tesla Full time

What To Expect

The Technical Support Specialist team provides technical support for Tesla's Energy product lines, ensuring Tesla meets its obligations and commitments by responding to inquiries in an accurate and timely manner. This position is ideal for someone with a client-facing attitude and an electrical or engineering background.

This role involves a high level of customer and employee interaction. The ideal candidate will possess technical expertise as well as strong customer service skills. Collaboration with Sales, Operations, and Service teams is essential to proactively enhance the owner experience for a growing customer base.

Qualified candidates will have a degree in energy or engineering, or relevant technical customer support experience. The ability to work independently and as part of a team is crucial. Proactive project seeking to improve customer service and team organization, along with accurate daily task completion, are key attributes.

Core values include a desire to exceed customer expectations, anticipate questions, and ensure a positive Energy product ownership experience.

What You'll Do

  1. Provide top-tier customer support via inbound calls and emails.
  2. Assess customer needs and creatively, proactively resolve technical issues with battery systems.
  3. Educate installers and customers to build confidence in their residential energy storage systems.
  4. Determine whether issues can be resolved remotely or require further service and diagnostics.
  5. Escalate complex problems to Tier 2 Technical Support, Service Engineering, or Field Service teams as needed.
  6. Document issues and data accurately in the CRM system.
  7. Be flexible to work shifted schedules as support demands increase.

What You'll Bring

  1. Bachelor's degree in Electrical, Mechatronics, Renewable Engineering, or a related field is preferred.
  2. Excellent written and verbal communication skills in English.
  3. Outstanding customer service skills.
  4. Ability to prioritize and manage shifting priorities effectively.
  5. Experience with CRM systems and MS Office Suite.
  6. Energy industry experience or background in technical support or call centers is a plus.
  7. Understanding of distributed generation and energy storage systems is advantageous.
  8. Ability to follow instructions with attention to detail.
  9. Willingness to learn about new technologies.
  10. Willingness to support and teach team members.
  11. Ability to establish and maintain positive, cooperative relationships.
  12. Effective at handling multiple priorities, organizing workload, and meeting deadlines.
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