Technical Support Supervisor, Energy Products The Technical Support Tier 2 Supervisor will manage a team that will be responsible for maintaining the reliability of a growing fleet of Residential Energy Storage systems. This includes providing phone support to installers, pro-actively monitoring the fleet, resolving customer issues and assuming ownership of concerns until a resolution is achieved. It will be necessary to collaborate with other departments such as Customer Account Management, Field Service, IT, Customer Support, and Developers to find appropriate resolutions. Other responsibilities include handling escalations, technical content for knowledge base articles, support training content as well as special projects related to the continued planning of the future support model.
Ability to adapt to a dynamic and changing support environment, contributing innovative ideas and creative thinking to aid the development of the team is a must. An ideal candidate must also want to be an agent of change and positive influence toward building the Technical Support Tier 2 team at Tesla.
What you'll do
Supervise a high-profile, engineer level support delivery team to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performance
Maintain in-depth technical knowledge of company products, complex databases, and high-level technical processes
Ability to multitask technical responsibilities with other ongoing projects
Being hands on and performing some of the team tasks to maintain a strong understanding of the challenges faced and search for efficiencies
Ensure coverage of phone and ticketing queues where agent responsibilities include analyzing, diagnosing, and troubleshooting product performance service issues
Continuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and compliance
Conduct interviews, hire, and train new employees
Mentor, evaluate, and develop direct reports
Provide guidance for employees on policies and procedures
Own end-user escalations and see them through until resolution is achieved
Closely interact with higher level support teams and other technical leaders to share knowledge and establish interdepartmental processes
Create new knowledge base articles and update them as processes evolve
Assess and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation
What you'll bring
2+ years of leadership experience in a customer service industry preferred
2+ year of experience in a technical role
Ability to work with steady composure while under pressure in a deadline driven environment
Exceptional written and oral communication skills
Ability to coach and cultivate a successful team
Establish and maintain an encouraging and cooperative working environment
Effectively handle multiple priorities, organize workload, and meet deadlines
Flexible schedule and availability for assisting team
Lead by emanating positivity and accountability
Degree in Computer Science, Electrical Engineering, Mechatronics or other related fields is a plus
In addition to a competitive compensation package, Tesla Australia & New Zealand is pleased to offer the following benefits for permanent employees:
Employee Stock Purchase Plan (ESPP)
Parental leave (no minimum employment period)
Primary carers – 18 weeks at full pay or 36 weeks half pay
Secondary carers – 6 weeks full pay
Employee Vehicle Loan Program
Novated Leasing (AU only)
Well-being Fund – An annual allowance for all employees to support their well-being in ways that are meaningful to them
Bike to work – $10 per day if you cycle to work
Birthday Leave & Volunteer Leave
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