Technical Support Specialist Lead

What to Expect

Tesla Energy Lead Specialists are highly skilled energy customer support specialists who are passionate about improving the customer experience. They make sure correct procedures are followed and routinely give directions to front-line staff and feedback to leadership. When an employee needs help dealing with customer concerns, Lead Specialists may step in, offer advice, or deescalate the customer if needed. Energy Lead Specialists lead by example, constantly looking for and relaying opportunities for improvement with Tesla’s Measures of Excellence in mind. Energy Lead Specialists are an extension of the supervisor and should deliver on the Tesla brand voice; strong and professional.

What You’ll Do

• Assist leadership with projects and tasks to achieve department goals
• Call/Chat reviews, generating more robust information for Supervisor to use as feedback tool in 1-1 coaching sessions
• Achieve minimum Energy Specialist expectations on all Key Performance Indicators monthly and quarterly KPI’s include: CSAT, Case Management, Break Adherence and Schedule Adherence, etc.
• Review cases for process accuracy and approvals before moving case to other departments for completion, submitting feedback forms for positive or constructive feedback
• Assist Supervisors with escalations, provide improved customer experience to address customer concerns
• Address concerns and assist with finding correct SOP’s to answer specialist questions
• Ensure Tesla standards of professionalism in the workplace

What You’ll Bring

• Strong track record of effectively handling Tesla account and tech support call types
• Proficient in Residential Energy tools and case management platforms
• Exceptional organizational skills, with an eye for detail and the ability to make decisions that are in line with Tesla standards
• Availability to work an 8-hour shift within our Call Center hours of operation: 9:00 AM EST – 8:30 PM EST
• Physical Requirements: Mobility within an office environment for indefinite periods of time. Involves sitting, standing, reading, decision making, reaching above shoulder level, occasional lifting and carrying up to 20 pounds, using both hands for simple and firm grasping, climbing stairs and fine finger manipulation, e.g., keyboard and mobile phone skills
• Requires the ability to communicate clearly, effectively, and professionally both in person, in writing, and by telephone and e-mail