Bi-lingual Technical Support Specialist, Wall Connector

As a bilingual Technical Support Specialist for the Tesla Wall Connector, you’ll help customers through the full troubleshooting and resolution journey, from the first interaction to confirmed outcomes. This onsite role in Draper, UT supports home and mobile charging equipment through an omni-channel workflow, pairing customer communication with diagnostics and account guidance.

What you’ll do

• Deliver a high level of customer service on every interaction.
• Own the customer relationship from first contact through resolution across an omni-channel environment for any home or mobile charging equipment.
• Process warranty-based returns for home charging products with customers and support teams.
• Provide troubleshooting and customer support for Tesla charging products, including the mobile app and account management.
• Meet expectations on Key Performance Indicators on a monthly, quarterly, and bi-annual basis.
• Maintain Tesla standards for excellent customer communication, advocacy, and education.

How the role supports customers

• Conduct initial troubleshooting with customers and perform remote investigations and resolutions, with or without customer intervention.
• Educate customers and installers on Wall Connector features and functionalities, including support connected to Tesla charging offerings.
• Act as a liaison between Certified Installers and their Account Managers to help ensure end-customer needs are satisfied.

What you’ll bring

• Minimum 1 year of customer call handling experience.
• Understanding of telemetry data, including Periscope Graphing and Basic Data Mining.
• Configuration analysis and modification, including Telescope.
• Connectivity and networking knowledge for connecting to a customer network.
• Account administration experience, including Garage, Toolbox, password assistance, commissioning, product replacement, and account updates and corrections.
• Fluency in both French and English, with strong verbal and written communication skills in both languages.
• Critical thinking skills including Order of Operations, Signal (Energy) Flow, firm vs soft vs hardware, trend spotting, and push vs pull.
• Additionally, candidates must be fluent in either French or Spanish and English, with strong verbal and written communication skills in both languages to collaborate with diverse teams and customers.

Technologies you may use

• Periscope Graphing
• Basic Data Mining
• Telescope
• Garage
• Toolbox

Schedule

• Monday through Friday, 10:30AM - 7:00PM EST

Benefits

• Medical plans with plan options and $0 payroll deduction.
• Family-building benefits including fertility, adoption, and surrogacy.
• Dental (including orthodontic coverage) and vision plans with $0 paycheck contribution.
• Company-paid HSA contribution when enrolled in the High-Deductible medical plan with HSA.
• Healthcare and Dependent Care Flexible Spending Accounts (FSA).
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits.
• Company-paid Basic Life and AD&D.
• Short-term and long-term disability insurance with a 90 day waiting period.
• Employee Assistance Program.
• Sick and Vacation time, paid holidays, and additional time-off details depending on role classification.
• Back-up childcare and parenting support resources.
• Voluntary benefits including critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance.
• Weight Loss and Tobacco Cessation Programs.
• Tesla Babies program.
• Commuter benefits and employee discounts and perks program.