Technical Support Tier Specialist Iii jobs at Tesla in Australia, Melbourne

• Provide the highest level of customer support by answering inbound calls and emails
• 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 technical support Tier 2, Service Engineering, or Field Service as necessary.
• Accurately record issues and data into CRM database
• This role may require a shifted work week on occassion

• Electrical or Mechatronics engineering background strongly preferred
• 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

• 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.

• 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.

• Provide the highest level of customer support by answering customer inquiries
• Maintain a high fleet availability through pro-active monitoring and resolving issues before they impact the customer
• 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
• Determine if a technical solution can be resolved remotely or if on-site service is required
• Communicate customers concerns with NOC Managers, Service Engineering, or Field Service as necessary
• Accurately record issues and data into a CRM database
• This role may require shifted workweek to provide weekend support

• Minimum 2 year of relevant work experience, preferably with an electrical, electronics, or mechatronics 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 a technical support
• Understanding of distributed generation and/or energy storage systems preferred

Provide day-to-day delivery and technical support for end-users of desktop applications, telephones, handheld email devices, printers, computer hardware, mobile device, AV system and familiar with retail store support via Ticketing and Phone support and onsite support as required

· Support Windows and MAC

· Diagnose and troubleshoot computer and general network issues

· Provide timely resolution of end user problems as per SLA

· Provide support for field personnel remote communications and connectivity

· Basic administration of phone systems

· Perform other duties as required by company management and outside business associates

· Exercise independent judgment consistent with department guidelines / standards

· Organize and prioritize workflow and to meet established timeframes

· Maintain updated knowledge of policies, procedures, products and activities of assigned area

· Participate in on call activities and follow escalation process to provide 24/7 support on weekdays and weekend

· Ability to troubleshoot and resolve issues with PC’s, Powerful Workstations, Laptop hardware and software onsite and remote

· Knowledge of Windows and OS X environment and computer hardware and software at an intermediate or advanced level

· Experience in provisioning & support with Avaya VOIP hardware/software or an equivalent VOIP ecosystem

· Must have experience working with ticket-based systems for registering incidents and requests

· Knowledge of IP networks, DNS, DHCP and experience with troubleshooting all aspects of wired and wireless configurations

· Experience with MS SCCM/Jamf or equivalent computer imaging

· Experienced in remote customer support including wireless LAN access, VPN, DSL, and Cable services

· Experience in Backups, Active Directory, O365, and Windows server environment

· Configure & troubleshoot endpoint devices, operating system, POS, desktop / kiosk applications, telephony, and all IT hardware located at site

· General knowledge of AV system support including, operation, installation, and configuration of projectors, amplifiers, AV matrix routers, control systems and touch panels

· Excellent oral and written communication skills and able to communicate, read, and write effectively in English and other local language

· Excellent customer service skills, strong attention to details with excellent follow up

· General understanding of server computing, networking, phone setup- support, storage, virtualization, and business applications

• Maintain the daily operation of the regional warranty business, validate sample sizes of warranty repair order for correctness
• Provide warranty consultation to the Service and Body Repair centers
• Analyze regional warranty data & KPIs, and make reports
• Audit warranty defective parts including parts storage, return and scrap to ensure warranty parts precisely match with its repair orders
• Correct warranty issues & drive continuous improvement for the service centers
• Provide improvement plans to ensure compliance

• 3+ Years in auditing Aftersales departments or relevant experience
• Comprehensive understanding of repair procedures and repair times
• Proven track record of driving positive change
• Good data analysis and communication skills
• Familiar with Microsoft office software

Preferred Requirements:

• Auto industry related experience
• Good and quick adaptability skill
• Good service awareness

• Coordinate vehicle arrivals and inventory across multiple offsite locations
• Coordinate with internal and third-party logistics providers
• Generate shipping documents
• Perform vehicle readiness inspections and safety checks
• Observe and report vehicle concerns
• Coordinate and perform vehicle movement and charging
• Communicate with various teams that are involved in the vehicle delivery process
• Troubleshoot issues and escalate to management through appropriate channels when needed
• Conduct direct deliveries from Delivery Centers to customer homes when needed
• Perform additional responsibilities as assigned to meet business needs

• Valid driver’s license in the country in which you are applying, with a clean driving history, and ability to be insured
• High School diploma or equivalent
• Proven track record of a great work ethic
• Demonstrated ability to be a team player
• Must be at least 18 years of age
• Ability to lift 50 - 60 pounds

• Provide the highest level of customer support by answering inbound 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
• Determine if a technical solution can be resolved via phone or if service or further diagnostics is needed
• Communicate customers concerns with NOC Managers, 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

• 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