glassdoor sales-marketing energy customer support specialist - powerwall (technical support)

Energy Customer Support Specialist - Powerwall (Technical Support)


The Role:

Tesla Powerwall Support Specialists are the voice
of our Engineering and Diagnostics team on a Global scale. They perform initial
troubleshooting with the customer as well as remote investigations and
resolutions that do not require customer intervention. They spot trends with
products and software updates in an effort to quarantine problem systems.
Additonally, the Tesla Powerwall Support Specialists educate customers and
installers on the Powerwalls and Tesla App features and functionalities. Specialists also serve as a liaison between
Channel Partners and their Account Managers to ensure that the end customers
needs are satisfied. Finally, Specialists perform routine installation audits
for installation quality management.Responsibilities:

Achieve minimum
expectations on all Key Performance Indicators, monthly and quarterly

Achieving
Tesla’s standards of excellent customer communication, advocacy and education

Pre-diagnosis
and Troubleshooting of Powerwall backup battery

Liaison
between Tesla, Certified Installers and Utility Partners

Dispatcher
and Liaison for customers experiencing energy related emergencies

Tesla App
Account Management

Qualifications:

1 year in Energy
Customer Support Role or equivalent experience

Understand Electrical concepts such as wiring, 3-1-split phase,
Impedance, Voltage, Frequency Shifting, LRA vs RLA, DCAC – DCDC – ACDC
Conversion, AC inrush, Current Transformers

Understand
Telemetry Data (Periscope Graphing, Basic Data Mining)

Configuration
Analysis and Modification (Telescope)

Connectivity
and Networking (Ex: Modbus VS TCP, Connman,
Customer and Installer Wizard, Static vs Dynamic IP, Local TEG vs Customer
Network)

Account
Administration (User Mapping, Password Reset, Account Unlock, Account Creation,
Account updates and corrections)

Critical
Thinking (Order of Operations, Signal (Energy) Flow, Firm vs soft vs Hardware,
Trend Spotting, Push vs Pull)
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