AddressThe Tesla Energy team is looking for a Residential Coordinator - Tier 1 to join the Service team in Australia. Tesla is leveraging its battery technology and manufacturing scale to deploy grid connected storage at residential, industrial, and utility scales, benefiting a wide array of customers. As a member of our team, you will help with the ongoing service and support of our residential products, 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 cases direct from customers and installers with product enquiries.
This position will ideally suit someone experienced in customer facing roles with exceptional customer service ability and mindset. This role may also suit an early-career engineer, electrician looking for an office-based role, project managers or experienced office administrator with some technical understanding of the process flow or similar.
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 minimal 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.
This is a fixed-term position on a 6 or 9 month contract, with opportunity for conversion to permanent.
- Provide the highest level of customer support by responding to calls and emails
- Evaluate the needs of customers and work in a creative, pro-active 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
- Communicate technical solutions via phone or email
- Communicate customers concerns with Tier 2 Technical Support team, Service Engineering, or Field Service as necessary
- Accurately record issues and data into CRM database
- 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
- Understanding of distributed generation and/or energy storage systems preferred
- Ability to follow oral and written instructions with attention to detail
- Willingness to learn about new and innovative technologies
- Willingness to assist and teach others on the team
- Establish and maintain positive, cooperative, working relationships
- Effectively handle multiple priorities, organize workload, and meet deadlines
- Work in a team-based environment and achieve common goals
