Customer Support Specialist jobs at Tesla in India, Mumbai

• Work with the team to develop targeted marketing plans with a coherent integration of marketing tactics, event and activities to achieve business goals
• Assist in the development, management and implementation of a comprehensive event calendar with centralized tracking of all regional marketing events including test drive events, lead generation events, brand partnership events and external corporate events (e.g. auto shows and product launches)
• Assist in the planning of regional activities including store openings, test drives and lead generation events
• Assist in the development of in-store programs and campaigns to engage existing leads and create new leads
• Evaluate and track the success of programs and campaigns
• Assist in project management and initial content creative for external newsletters, collateral and customer communication (i.e. emails and letters)
• Assist in inbound and outbound communications including customer letters and email for relevant marketing inboxes
• Work with communications team on consistent and effective messaging of external documents and promotional materials to support our marketing activities (e.g. collateral
• Manage outside agencies and vendors on a needed basis
• Effectively deliver results of marketing objectives within the designated and agreed budgets
• Ensure compliance with global brand strategy and corporate identity for Tesla Motors
• Assist in project management and initial content creative for external newsletters, collateral and customer communication (i.e. emails and letters).

• Minimum 5 years+ in digital integrated marketing and communication, relevant experience in Event Marketing is preferred
• Experience in managing social media account and also ability in Adobe design suites, PowerPoint, IOS, Photoshop will be a plus
• Excellent communication skills and fluency in English and other local languages
• Maintain a high sense of urgency and entrepreneurial work ethic that is required to drive business outcomes
• Exceptional strategic thinker and analytical skills; ability to address cross-functional and cross-organizational issues independently
• Highly organized with the ability to manage multiple projects while meeting deadlines.
• Result driven, hands-on, positive “can do” attitude, passionate and able to show commitment and to inspire others
• Proven ability to work in a fast-paced, dynamic and deadline-oriented environment
• Large company discipline with small company entrepreneurial attitude
• Strategically planning with strong execution and negotiation skills
• Asset management experience/ Good negotiation skills
• Digital Agency management/ Online to Office event coordination experience is preferred

• Work with the team to develop targeted marketing plans with a coherent integration of marketing tactics, event and activities to achieve business goals.
• Assist in the development, management and implementation of a comprehensive event calendar with centralized tracking of all regional marketing events including test drive events, lead generation events, brand partnership events and external corporate events (e.g. auto shows and product launches).
• Assist in the planning of regional activities including store openings, test drives and lead generation events.
• Assist in the development of in-store programs and campaigns to engage existing leads and create new leads.
• Evaluate and track the success of programs and campaigns.
• Assist in project management and initial content creative for external newsletters, collateral and customer communication (i.e. emails and letters).
• Assist in inbound and outbound communications including customer letters and email for relevant marketing inboxes.
• Work with communications team on consistent and effective messaging of external documents and promotional materials to support our marketing activities (e.g. collateral)
• Manage outside agencies and vendors on a needed basis.
• Effectively deliver results of marketing objectives within the designated and agreed budgets.
• Ensure compliance with global brand strategy and corporate identity for Tesla Motors.
• Assist in project management and initial content creative for external newsletters, collateral and customer communication (i.e. emails and letters).

• Minimum 5 years+ in digital integrated marketing and communication, relevant experience in Event Marketing is preferred
• Experience in managing social media account and also ability in Adobe design suites, PowerPoint, IOS, Photoshop will be a plus
• Excellent communication skills and fluency in English and other local languages
• Maintain a high sense of urgency and entrepreneurial work ethic that is required to drive business outcomes
• Exceptional strategic thinker and analytical skills; ability to address cross-functional and cross-organizational issues independently
• Highly organized with the ability to manage multiple projects while meeting deadlines.
• Result driven, hands-on, positive “can do” attitude, passionate and able to show commitment and to inspire others
• Proven ability to work in a fast-paced, dynamic and deadline-oriented environment
• Large company discipline with small company entrepreneurial attitude
• Strategically planning with strong execution and negotiation skills
• Asset management experience/ Good negotiation skills
• Digital Agency management/ Online to Office event coordination experience is preferred

· Deliver highest level of customer support by answering inbound calls and emails, on technical support and roadside assistance related enquiry in a 7*24*365 environment

· Educate our owners so they have optimal confidence in the operation of their vehicle

· Provide workable technical solutions in a professional manner, exceed customer expectation, ensure every aspect of ownership is a true pleasure

· Communicate or escalate owner’s concern to relevant parties for further follow up whenever necessary

· Accurately record issues and data into CRM/ Vehicle Support Systems

· Min. 2 years Technical Support/ call center experience in automotive industry is preferable

· Flexible, proactive, attention to details, eager to contribute with strong common sense

· Organize, sense of priority, adapt to work in a high pressure and fast pacing environment

· Accept shifts working pattern to accommodate customer’s needs

· Establish and maintain positive, respect, cooperative working relationships

· Willingness to learn new and innovative automotive technologies

· Understanding of basic automotive techniques would be an added advantage

· Familiar with Customer Management Systems-Outlook, and MS Office Suite

· 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

· Continuously challenge status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success

· Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful

· Be self-aware, flexible and open-minded

· Possess a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset

· Involvement in recruiting, onboarding and training of new Service Support team members

· Hold regular 1:1 meetings with team direct reports to establish and report individual and team performance and metrics

· Hold annual (or applicable) individual performance reviews in line with company review processes.

· Provide escalation assistance to team colleagues and other departments as appropriate including out of hours/weekends

· Develop and evolve a strong working relationships with peers and stakeholders across the business

· Working with department peers and team members identify process and procedure opportunities to enhance and improve the customer experience

· Stay up to date with latest product specifications etc. and assist educating the team on updates, new developments etc.

· Outstanding interpersonal skills and stand-out leadership qualities with the ability to motivate and ‘lead by example’

· Attitude and approach is everything. You must:

· Be a leader and a team-player

· A high degree of energy, drive, enthusiasm and professionalism

· Ability to prioritize effectively, handle shifting priorities and work effectively in a fast moving environment

· Establish and maintain working relationship with global support peers and managers to facilitate shared information and best practice exchange

· Experience of candidate selection/interviewing techniques

· Support new starters during training, onboarding and introduction to queues

· Excellent written and oral English and other local languages communications skills

· Previous supervisory experience within a Customer Support team is desired although not essential

· Previous working experience of CRM, knowledge-based and troubleshooting programs a plus