Customer Service Specialist, Wall Connector

Tesla Wall Connector Specialists are the voice of our Diagnostics team on a Global scale. They perform initial troubleshooting with the customer as well as remote investigations and resolutions with or without customer intervention. Additionally, the Tesla Powerwall Support Specialists educate customers and installers on the Wall Connector features and functionalities. Specialists also serve as a liaison between Certified Installers and their Account Managers to ensure that the end customers' needs are satisfied.

Schedule: Hours of operation are Monday through Friday, 10:30AM - 7:00PM EST

• Deliver a high level of customer service on every interaction
• Own the relationship from the first customer contact until resolution in omni channel environment and the Customer of any home or mobile charging equipment
• Processing warranty-based returns for home charging products with customers and support teams
• Provide troubleshooting and customer support for mobile app and account management for Tesla charging products
• Assist Solar / PV emergency lines when needed
• Achieve expectations on all Key Performance Indicators, monthly, quarterly and bi-annually
• Achieving Teslas standards of excellent customer communication, advocacy and education
• Minimum of 60 days handling calls for Energy Technical Support or equivalent experience
• Understand Electrical concepts such as wiring, Voltage, Frequency Shifting, LRA vs RLA, DCAC DCDC ACDC Conversions)
• Understand Telemetry Data (Periscope Graphing, Basic Data Mining)
• Configuration Analysis and Modification (Telescope)
• Connectivity and Networking (Connecting to Customer Network)
• Account Administration (Garage, Toolbox, Password Assistance, Commissioning, Product Replacement, Account updates and corrections)
• Critical Thinking (Order of Operations, Signal (Energy) Flow, Firm vs soft vs Hardware, Trend Spotting, Push vs Pull)