Tesla
Technical Support Specialist, Powerwall
Tesla, Buffalo, New York, United States, 14266
Powerwall Technical Support is a customer-facing support team that offers product education and technical solutions to customers and Installers in need. Responsibilities will include taking inbound inquiries from customers, providing accurate information, understanding complex issues and working with our customers on resolving their issues. This team is the voice of our engineering and diagnostics teams on a global scale, and often contributes front-line insights to identify trending issues, improve processes and documentation, and more.Technical concerns will vary from low to high complexity, and support will be offered through collaboration with leadership as well as other technical and engineering teams. This role is for experienced technical individuals who are passionate about solving problems and helping others. The ideal candidate will have a strong understanding of technical concepts and be able to apply their knowledge to find creative solutions to various issues. They will also be able to communicate effectively with both technical and non-technical audiences.Tesla is proud to have a team of highly skilled and experienced professionals who are passionate about their work. We are committed to making a positive impact on the world, and we are excited to see what we can accomplish together.
Responsibilities
Adhere to Tesla's standards and KPI's of excellent customer communication, advocacy and educationProvide support to Powerwall customers via phone, email, and chatWork through group-based ticketing queues while managing an individual workloadDemonstrate best practices for case handling, follow-up, and documentation, including thorough and accurate recording of all interactions and work performedDiagnose and troubleshoot technical concerns related to end-customer Powerwall systemsModify system configurations to ensure intended operationIdentify process and knowledge gaps, submit feedback that leads to better training and resourcesRequirements
Minimum of 2 years' experience in a customer-facing technical support roleActive listening, critical thinking and problem solving skillsOutstanding written and verbal interpersonal communication skillsExperience with CRM, ticketing and bug-tracking systemsAbility to document interactions and steps clearly, accurately and with detailBasic networking experience with the ability to troubleshoot connectivity issuesExperience troubleshooting metering and communications issues involving many variablesCompensation and BenefitsBenefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deductionFamily-building, fertility, adoption and surrogacy benefitsDental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contributionCompany Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSAHealthcare and Dependent Care Flexible Spending Accounts (FSA)LGBTQ+ care concierge services401(k) with employer match, Employee Stock Purchase Plans, and other financial benefitsCompany paid Basic Life, AD&D, short-term and long-term disability insuranceEmployee Assistance ProgramSick and Vacation time (Flex time for salary positions), and Paid HolidaysBack-up childcare and parenting support resourcesVoluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insuranceWeight Loss and Tobacco Cessation ProgramsTesla Babies programCommuter benefitsEmployee discounts and perks programExpected Compensation
Tech Support Specialist III - $23.80 - $35.70/hour+ cash and stock awards + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
Responsibilities
Adhere to Tesla's standards and KPI's of excellent customer communication, advocacy and educationProvide support to Powerwall customers via phone, email, and chatWork through group-based ticketing queues while managing an individual workloadDemonstrate best practices for case handling, follow-up, and documentation, including thorough and accurate recording of all interactions and work performedDiagnose and troubleshoot technical concerns related to end-customer Powerwall systemsModify system configurations to ensure intended operationIdentify process and knowledge gaps, submit feedback that leads to better training and resourcesRequirements
Minimum of 2 years' experience in a customer-facing technical support roleActive listening, critical thinking and problem solving skillsOutstanding written and verbal interpersonal communication skillsExperience with CRM, ticketing and bug-tracking systemsAbility to document interactions and steps clearly, accurately and with detailBasic networking experience with the ability to troubleshoot connectivity issuesExperience troubleshooting metering and communications issues involving many variablesCompensation and BenefitsBenefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deductionFamily-building, fertility, adoption and surrogacy benefitsDental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contributionCompany Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSAHealthcare and Dependent Care Flexible Spending Accounts (FSA)LGBTQ+ care concierge services401(k) with employer match, Employee Stock Purchase Plans, and other financial benefitsCompany paid Basic Life, AD&D, short-term and long-term disability insuranceEmployee Assistance ProgramSick and Vacation time (Flex time for salary positions), and Paid HolidaysBack-up childcare and parenting support resourcesVoluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insuranceWeight Loss and Tobacco Cessation ProgramsTesla Babies programCommuter benefitsEmployee discounts and perks programExpected Compensation
Tech Support Specialist III - $23.80 - $35.70/hour+ cash and stock awards + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.