Bilingual Channel Support Specialist

4 weeks ago

ChampssurYonne, Bourgogne-Franche-Comté, United States Tesla Full time

Tesla is seeking a highly skilled bilingual Channel Support Technician to join the Channel Support team. This team serves as an escalation point for our network of channel partners who distribute, install, and service residential Tesla energy products. We strive to empower our channel partners to provide the best end-customer experience possible, and we are an end point for determining next steps and solutions for many situations.

Channel Support Technicians offer real-time diagnostics and solutions for trained on-site technicians during installation and maintenance of Tesla's residential solar, storage, and home charging energy products. This team utilizes expert-level product knowledge in combination with many advanced tools to navigate and solve escalations of all complexities, and collaborates with other engineering teams on trending issues and root cause analysis.

Responsibilities:

  • Obtain engineer-level knowledge of Tesla's residential solar, storage, and home charging energy products
  • Provide real-time assistance to on-site channel partners throughout North America via a hotline
  • Understand and meet expectations of team-specific KPIs
  • Extensively document records of contacts including steps taken for each interaction
  • Read and understand single-line design diagrams as they pertain to energy system installations
  • Review various software logs and data telemetry in proprietary applications
  • Remotely connect to Tesla systems to access real-time data and resolve operational issues

Requirements:

  • Ability to read, write, and speak Spanish and English fluently
  • Degree in Engineering, Computer Science, or equivalent experience is a plus
  • Understanding of electrical theory and experience with emphasis on AC/DC power systems or other electronic systems, devices, and components
  • Experience troubleshooting metering and communications issues involving many variables
  • Flexible availability to work any shift Mon-Fri 6AM - 6PM (PST)
  • Ability to independently make decisions and solve problems with limited direction
  • Experience and understanding of technical support and engineering environments

Compensation and Benefits:

  • 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

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