Technical Support Tier 1 Specialist

7 months ago

Melbourne, Australia Tesla Full time

What to Expect
- The Technical Support Specialist provide 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. In the Tier 1 team, the Technical Support Specialist will field calls direct from customers with product enquiries. This position will ideally suit someone experienced in customer facing roles with exceptional customer service ability and mindset.

More technical enquiries are escalated through the Technical Support tiers so that customers receive the necessary support with speed and accuracy, depending on the technical complexity of the issues they may be experiencing. You must be able to proactively seek out projects that enhance optimal customer service and team organization while completing daily tasks accurately and with mínimal 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.

What You’ll Do
- 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 Tier 2 Technical Support team, 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

What You’ll Bring
- 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

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