What To Expect
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)
Benefits
Compensation and Benefits
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
Expected Compensation
Tech Support Specialist II - $21.92 - $32.89/hour
+ cash and stock awards + benefits for all levels
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.
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