Technical Support Supervisor, Energy ProductsThe 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 doSupervise 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 performanceMaintain in-depth technical knowledge of company products, complex databases, and high-level technical processesAbility to multitask technical responsibilities with other ongoing projectsBeing hands on and performing some of the team tasks to maintain a strong understanding of the challenges faced and search for efficienciesEnsure coverage of phone and ticketing queues where agent responsibilities include analyzing, diagnosing, and troubleshooting product performance service issuesContinuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and complianceConduct interviews, hire, and train new employeesMentor, evaluate, and develop direct reportsProvide guidance for employees on policies and proceduresOwn end-user escalations and see them through until resolution is achievedClosely interact with higher level support teams and other technical leaders to share knowledge and establish interdepartmental processesCreate new knowledge base articles and update them as processes evolveAssess and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivationWhat you'll bring2+ years of leadership experience in a customer service industry preferred2+ year of experience in a technical roleAbility to work with steady composure while under pressure in a deadline driven environmentExceptional written and oral communication skillsAbility to coach and cultivate a successful teamEstablish and maintain an encouraging and cooperative working environmentEffectively handle multiple priorities, organize workload, and meet deadlinesFlexible schedule and availability for assisting teamLead by emanating positivity and accountabilityDegree in Computer Science, Electrical Engineering, Mechatronics or other related fields is a plusIn 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 paySecondary carers – 6 weeks full payEmployee Vehicle Loan ProgramNovated Leasing (AU only)Well-being Fund – An annual allowance for all employees to support their well-being in ways that are meaningful to themBike to work – $10 per day if you cycle to workBirthday Leave & Volunteer Leave
#J-18808-Ljbffr
