Tesla

Makes electric cars, robotaxis and grid batteries

Bilingual Customer Service Specialist - Wall Connector

Customer SupportConfirmed live in the last 24 hours

Full-timeBuffalo, NY, USANo salary listed

About the Job

Requirements

At least 1 year of customer call-handling experience.
Understand telemetry data, including Periscope graphing and basic data mining.
Perform configuration analysis and modification using Telescope.
Understand connectivity and networking, including connecting to a customer's network.
Perform account administration, including Garage, Toolbox, password assistance, commissioning, product replacement, and account updates and corrections.
Be fluent in both French and English, with strong verbal and written communication skills in both languages.
Apply critical thinking to order of operations, signal (energy) flow, firm versus soft versus hardware, trend spotting, and push versus pull.

Responsibilities

Provide a high level of customer service on every interaction.
Own the customer relationship from first contact through resolution in an omnichannel environment, supporting customers with home or mobile charging equipment.
Process warranty-based returns for home charging products with customers and support teams.
Troubleshoot and provide customer support for the mobile app and account management for Tesla charging products.
Meet key performance indicator expectations monthly, quarterly, and bi-annually.
Meet Tesla's standards for customer communication, advocacy, and education.
Perform initial customer troubleshooting and remote investigations and resolutions, with or without customer intervention.
Educate customers and installers on Wall Connector features and functionality.
Serve as a liaison between Certified Installers and their Account Managers to ensure end customers' needs are met.

Category	Sales & Customer Support
Location	Buffalo, New York
Requisition ID	251972
Type	Full-time

Job Description

<p>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. Candidates must be fluent in both French and English, with strong verbal and written communication skills in both languages to effectively collaborate with diverse teams and customers</p><p>Schedule: Hours of operation are Monday through Friday, 10:30AM - 7:00PM EST </p>

Job Responsibilities

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
Achieve expectations on all Key Performance Indicators, monthly, quarterly and bi-annually
Achieving Tesla’s standards of excellent customer communication, advocacy and education

Job Requirements

Minimum of 1 year of customer call handling experience
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) 
Must be fluent in both French and English, with strong verbal and written communication skills in both languages.
Critical Thinking (Order of Operations, Signal (Energy) Flow, Firm vs soft vs Hardware, Trend Spotting, Push vs Pull)

About the Company

Tesla

Makes electric cars, robotaxis and grid batteries

Tesla makes electric cars and batteries that store power for homes and utilities, and it develops self-driving software and humanoid robots. In 2023, its Model Y became the first electric vehicle to rank as the world's best-selling car. Buyers order the Model 3 sedan, Model Y SUV, or Cybertruck pickup directly from Tesla instead of through dealers, and they charge on its Supercharger fast-charging network. It also sells Megapack and Powerwall batteries, runs a robotaxi service, and charges drivers a monthly fee for self-driving software that still needs their supervision. Tesla was founded in 2003, with Elon Musk as its lead early investor and a recognized co-founder, and it is based in Austin, Texas.

Company size: 10,001+
Company stage: IPO
Headquarters: Austin, TX
Founded: 2003

Recently Posted Jobs

Explore more opportunities at Tesla

See more jobs