Technical Support Supervisor, Residential Energy

2 weeks ago

Melbourne, Australia Tesla Full time

What to Expect
- The Technical Support Tier 2 Supervisor will manager a team that will be responsible for maintaining the reliability of a growing fleet of Residential Energy Storage systems. This includes providing phone support to installers, pro-actively monitoring the fleet, resolving customer issues and assuming ownership of concerns until a resolution is achieved. It will be necessary to collaborate with other departments such as Customer Account Management, Field Service, IT, Customer support, and developers to find appropriate resolutions. Other responsibilities include handling escalations, technical content for knowledge base article, support training content as well as special projects related to the continued planning of the future support model.

What You’ll Do
- Supervise a high-profile, engineer level support delivery team to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performance
- Maintain in-depth technical knowledge of company products, complex databases, and high-level technical processes
- Ability to multitask technical responsibilities with other ongoing projects
- Being hands on and performing some of the team tasks to maintain a strong understanding of the challenges faced and search for efficiencies
- Ensure coverage of phone and ticketing queues where agent responsibilities include analyzing, diagnosing, and troubleshooting product performance service issues
- Continuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and compliance
- Conduct interviews, hire, and train new employees
- Mentor, evaluate, and develop direct reports
- Provide guidance for employees on policies and procedures
- Own end-user escalations and see them through until resolution is achieved
- Closely interact with higher level support teams and other technical leaders to share knowledge and establish interdepartmental processes
- Create new knowledge base articles and update them as processes evolve
- Assess and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation

What You’ll Bring
- 2+ years of leadership experience in a customer service industry preferred
- 2+ year of experience in a technical role
- Experience managing direct reports
- Ability to work with steady composure while under pressure in a deadline driven environment
- Exceptional written and oral communication skills
- Ability to coach and cultivate a successful team
- Establish and maintain an encouraging and cooperative working environment
- Effectively handle multiple priorities, organize workload, and meet deadlines
- Flexible schedule and availability for assisting team
- Lead by emanating positivity and accountability
- Degree in Computer Science, Electrical Engineering, Mechatronics or other related fields is a plus

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