Technical Support Specialist, Wall Connector

Teslas Wall Connector Specialists support customers and installers by troubleshooting wall connector issues, performing remote investigations, and guiding resolution through customer and installer education. The role also supports account and mobile app needs, manages warranty-based returns, and coordinates between Certified Installers and Account Managers.

Customer Support and Case Ownership

• Provide a high level of customer service in every interaction.
• Own the customer relationship from the first contact through resolution across an omni channel environment for home and mobile charging equipment.
• Maintain Tesla standards for excellent customer communication, advocacy, and education.

Troubleshooting, Remote Resolution, and Education

• Conduct initial troubleshooting with the customer and perform remote investigations and resolutions, with or without customer intervention.
• Provide troubleshooting and customer support for Tesla charging products related to mobile app and account management.
• Educate customers and installers on Wall Connector features and functionality.
• When needed, assist Solar / PV emergency lines.

Warranty Returns and Coordination

• Process warranty-based returns for home charging products with customers and support teams.
• Serve as a liaison between Certified Installers and their Account Managers to support end-customer needs.

Performance Expectations

• Meet expectations on Key Performance Indicators on a monthly, quarterly, and bi-annual basis.

Required Experience and Technical Knowledge

• Minimum of 60 days handling calls for Energy Technical Support or equivalent experience.
• Understand electrical concepts including wiring, Voltage, Frequency Shifting, LRA vs RLA, and DCAC to DCDC to ACDC conversions.
• Understand telemetry data, including Periscope Graphing and basic data mining.
• Perform configuration analysis and modification using Telescope.
• Support connectivity and networking, including connecting to a customer network.
• Handle account administration tasks such as Garage and Toolbox, password assistance, commissioning, product replacement, and account updates and corrections.
• Apply critical thinking across order of operations, signal (energy) flow, firm vs soft vs hardware, trend spotting, and push vs pull.

Tools and Technologies

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

Schedule and Work Location

• Onsite role in Draper, UT.
• Hours of operation: Monday through Friday, 10:30 am to 7:00 pm EST.

Benefits

• Medical plans with options including $0 payroll deduction.
• Family-building, fertility, adoption, and surrogacy benefits.
• 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 (Flex time for salary positions, accrued hours for hourly positions) and Paid Holidays.
• Back-up childcare and parenting support resources.
• Voluntary benefits including critical illness, hospital indemnity, accident insurance, theft and legal services, and pet insurance.
• Weight Loss and Tobacco Cessation Programs.
• Teslas Babies program.
• Commuter benefits.
• Employee discounts and perks program.