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Technical Support Specialist, Powerwall

2 months ago

Buffalo, United States Tesla Full time

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 education
  • Provide support to Powerwall customers via phone, email, and chat
  • Work through group-based ticketing queues while managing an individual workload
  • Demonstrate best practices for case handling, follow-up, and documentation, including thorough and accurate recording of all interactions and work performed
  • Diagnose and troubleshoot technical concerns related to end-customer Powerwall systems
  • Modify system configurations to ensure intended operation
  • Identify process and knowledge gaps, submit feedback that leads to better training and resources
Requirements
  • Minimum of 2 years' experience in a customer-facing technical support role
  • Active listening, critical thinking and problem solving skills
  • Outstanding written and verbal interpersonal communication skills
  • Experience with CRM, ticketing and bug-tracking systems
  • Ability to document interactions and steps clearly, accurately and with detail
  • Basic networking experience with the ability to troubleshoot connectivity issues
  • Experience troubleshooting metering and communications issues involving many variables
Compensation and Benefits
Benefits

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 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 Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
  • Healthcare and Dependent Care Flexible Spending Accounts (FSA)
  • LGBTQ+ care concierge services
  • 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
  • Employee Assistance Program
  • Sick and Vacation time (Flex time for salary 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
    • Expected Compensation

      • Tech Support Specialist I - $18.36 - $27.54/hour
      • Tech Support Specialist II - $20.71 - $31.06/hour
      • Tech Support Specialist III - $23.80 - $35.70/hour
      • Tech Support Specialist IV - $26.93 - $40.39/hour
      • Lead Tech Support Specialist - $30.50 - $45.75/hour
      , depending on level + 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.