What are the responsibilities and job description for the Technical Support Specialist, Wall Connector position at Tesla Motors, Inc.?
Tesla Wall Connector Specialists are the voice of our Diagnostics team on a Global scale. They perform initial troubleshooting with the customer as well as remote investigations and resolutions with or without customer intervention. Additionally, the Tesla Powerwall Support Specialists educate customers and installers on the Wall Connector features and functionalities. Specialists also serve as a liaison between Certified Installers and their Account Managers to ensure that the end customers' needs are satisfied. Schedule: Hours of operation are Monday through Friday 10:30 am - 7:00 pm EST.
What You'll Do
- Deliver a high level of customer service on every interaction
- Own the relationship from the first customer contact until resolution in omni channel environment and the Customer of any home or mobile charging equipment
- Processing warranty-based returns for home charging products with customers and support teams
- Provide troubleshooting and customer support for mobile app and account management for Tesla charging products
- Assist Solar / PV emergency lines when needed
- Achieve expectations on all Key Performance Indicators, monthly, quarterly and bi-annually
- Achieving Tesla's standards of excellent customer communication, advocacy and education
What You'll Bring
- Minimum of 60 days handling calls for Energy Technical Support or equivalent experience
- Understand Electrical concepts such as wiring, Voltage, Frequency Shifting, LRA vs RLA, DCAC - DCDC - ACDC Conversions)
- Understand Telemetry Data (Periscope Graphing, Basic Data Mining)
- Configuration Analysis and Modification (Telescope)
- Connectivity and Networking (Connecting to Customer Network)
- Account Administration (Garage, Toolbox, Password Assistance, Commissioning, Product Replacement, Account updates and corrections)
- Critical Thinking (Order of Operations, Signal (Energy) Flow, Firm vs soft vs Hardware, Trend Spotting, Push vs Pull)
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
- Medical plans > plan options with $0 payroll deduction
- Family-building, fertility, adoption and surrogacy benefits
- Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
- Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
- Company paid Basic Life, AD&D
- Short-term and long-term disability insurance (90 day waiting period)
- Employee Assistance Program
- Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
- Back-up childcare and parenting support resources
- Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
- Weight Loss and Tobacco Cessation Programs
- Tesla Babies program
- Commuter benefits
- Employee discounts and perks program
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.