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Technical Support Tier 1 Specialist II

Victoria, Australia (On-site)

Technical Support Tier 1 Specialist II

2 Weeks ago • 3 Years + • Administrative • Operations • Undisclosed

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Job Description

Tesla seeks a Technical Support Tier 1 Specialist II to provide expert technical support for its Energy product lines. This crucial role involves promptly responding to customer, installer, and employee inquiries, demanding strong technical skills and exceptional customer service. Responsibilities include providing top-tier customer support via calls and emails, educating clients on residential energy storage systems, assessing issue resolution methods (remote or further service), escalating complex concerns, accurately documenting issues in the CRM, and working a flexible schedule. The ideal candidate possesses a minimum of 3 years of relevant experience, ideally with an electrical or engineering background, and excellent communication skills. Bilingual proficiency (Japanese, Mandarin, or Thai) is a plus.

Must have:

3+ years relevant experience (electrical/engineering background preferred)
Excellent written & verbal communication
Outstanding customer service skills
CRM & MS Office Suite proficiency
Problem-solving & escalation skills

Good to have:

Energy industry or technical support experience
Understanding of distributed generation/energy storage
Bilingual (Japanese, Mandarin, or Thai)

Perks:

Employee Stock Purchase Plan (ESPP)
Parental leave
Employee Vehicle Loan Program
Novated Leasing (AU only)
Well-being Fund
Bike to work allowance
Birthday Leave & Volunteer Leave

What to Expect

We are seeking a Technical Support Tier 1 Specialist to provide expert technical support for Tesla's Energy product lines. This role is crucial in ensuring Tesla fulfills its commitments by promptly and accurately responding to inquiries. Ideal candidates will have a background in electrical engineering and experience in a client-facing role.

This position demands high levels of interaction with customers, installers, and employees, making strong technical skills and exceptional customer service abilities essential. The Specialist will collaborate with Sales, Operations, and Service teams to enhance the owner experience for our rapidly expanding customer base.

Candidates with experience in the energy industry or technical customer support will thrive in this role, which requires both independent and team-oriented work. The ability to proactively undertake projects that improve customer service and team efficiency, while managing daily tasks with minimal supervision, is key. Above all, a commitment to exceeding installer expectations, anticipating questions, and ensuring a seamless Energy products experience is essential.

What You’ll Do

Provide top-tier customer support via inbound calls and emails.
Educate installers and customers to ensure confidence in their residential energy storage systems.
Assess whether issues can be resolved remotely or if further service and diagnostics are necessary.
Escalate complex concerns to Tier2 support, Service Engineering or Field Service teams as needed.
Accurately document issues and data in the CRM database.
Flexibility to work a shifted schedule as support demands increase.

What You’ll Bring

Bi-lingual candidates (Japanese, Mandarin, or Thai a strong plus)
Minimum of 3 years of relevant experience, ideally with an electrical or engineering background.
Excellent written and verbal communication skills in English.
Outstanding customer service skills.
Ability to effectively prioritize and manage shifting priorities.
Experience with CRM systems and the MS Office Suite.
Background in the energy industry or technical support is preferred.
Understanding of distributed generation and/or energy storage systems is an advantage.
Attention to detail in following oral and written instructions.
Enthusiasm for learning new and innovative technologies.
Willingness to assist and mentor team members.
Ability to establish and maintain positive, cooperative working relationships.
Capable of handling multiple priorities, organizing workload, and meeting deadlines.
Team-oriented with a focus on achieving common goals.

Compensation and Benefits

Benefits

In addition to a competitive compensation package, Tesla Australia & New Zealand is pleased to offer the following benefits for permanent employees:

Employee Stock Purchase Plan (ESPP)
Parental leave (no minimum employment period)
Primary carers – 18 weeks at full pay or 36 weeks half pay
Secondary carers – 6 weeks full pay
Employee Vehicle Loan Program
Novated Leasing (AU only)
Well-being Fund – An annual allowance for all employees to support their well-being in ways that are meaningful to them
Bike to work – $10 per day if you cycle to work
Birthday Leave & Volunteer Leave

Some eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla’s discretion with no prior notice.

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