Technical Support Tier 1 Specialist - Melbourne, Australia - Tesla

Tesla

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

What to Expect

The Technical Support Specialist provide technical support for Tesla's Energy product lines, ensuring Tesla meets its obligations and commitments by responding to inquiries in an accurate and timely manner. In the Tier 1 team, the Technical Support Specialist will field calls direct from customers with product enquiries. This position will ideally suit someone experienced in customer facing roles with exceptional customer service ability and mindset.

More technical enquiries are escalated through the Technical Support tiers so that customers receive the necessary support with speed and accuracy, depending on the technical complexity of the issues they may be experiencing.

You must be able to proactively seek out projects that enhance optimal customer service and team organization while completing daily tasks accurately and with mínimal oversight.

Most importantly, your core value includes a desire to exceed customer expectations, answer questions before they are asked, and ensure every aspect of the Energy products experience is a true pleasure.

What You'll Do

Evaluate the needs of customers and work in a creative, proactive manner to resolve technical issues with the battery systems
Educate our Installers and customers so they have optimal confidence in the operation of their energy storage system
Determine if a technical solution can be resolved via phone or if service or further diagnostics is needed
Communicate customers concerns with Tier 2 Technical Support team, Service Engineering, or Field Service as necessary
Accurately record issues and data into CRM database
This role may require a shifted workweek and support grows

What You'll Bring

Minimum 2 year of relevant work experience, preferably with an electrical or engineering background
Excellent written and oral English communications skills
Excellent customer service skills
Ability to prioritize effectively and handle shifting priorities
Experience with CRM systems and MS Office Suite
Energy industry experience or background in technical support or call center environment preferred