Energy Customer Support Specialist - Powerwall (Technical Support)

Job Description

The Role:

Tesla Powerwall Support Specialists are the voice of our Engineering and Diagnostics team on a Global scale. They perform initial troubleshooting with the customer as well as remote investigations and resolutions that do not require customer intervention. They spot trends with products and software updates in an effort to quarantine problem systems. Additonally, the Tesla Powerwall Support Specialists educate customers and installers on the Powerwalls and Tesla App features and functionalities. Specialists also serve as a liaison between Channel Partners and their Account Managers to ensure that the end customers needs are satisfied. Finally, Specialists perform routine installation audits for installation quality management.

Responsibilities :

Achieve minimum expectations on all Key Performance Indicators, monthly and quarterly

Achieving Tesla’s standards of excellent customer communication, advocacy and education

Pre-diagnosis and Troubleshooting of Powerwall backup battery

Liaison between Tesla, Certified Installers and Utility Partners

Dispatcher and Liaison for customers experiencing energy related emergencies

Tesla App Account Management

Qualifications :

1 year in Energy Customer Support Role or equivalent experience

Understand Electrical concepts such as wiring, 3-1-split phase, Impedance, Voltage, Frequency Shifting, LRA vs RLA, DCAC – DCDC – ACDC Conversion, AC inrush, Current Transformers

Understand Telemetry Data (Periscope Graphing, Basic Data Mining)

Configuration Analysis and Modification (Telescope)

Connectivity and Networking (Ex: Modbus VS TCP, Connman , Customer and Installer Wizard, Static vs Dynamic IP, Local TEG vs Customer Network)

Account Administration (User Mapping, Password Reset, Account Unlock, Account Creation, Account updates and corrections)

Critical Thinking (Order of Operations, Signal (Energy) Flow, Firm vs soft vs Hardware, Trend Spotting, Push vs Pull)

Tesla participates in the E-Verify Program