Tesla
Technical Support Tier 1 Specialist II
To accelerate the advent of sustainable transport by bringing compelling mass-market electric cars to market as soon as possible
Customer service and support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Tesla
We’re building a world powered by solar energy, running on batteries and transported by electric vehicles. Explore the most recent impact of our products, people and supply chain.
To shift humanity away from fossil fuels, we need extreme scale. Headquartered in Texas, we operate six huge, vertically integrated factories across three continents. With over 100,000 employees, our teams design, build, sell and service our products in-house.
Using a first-principles approach, we solve some of the world’s biggest problems. If you’ve done exceptional work, join us in tackling the next generation of engineering, manufacturing and operational challenges.
About the role
Candidates with experience in the energy industry or technical customer support will thrive in this role, which requires both independent and team-oriented work. The ability to proactively undertake projects that improve customer service and team efficiency, while managing daily tasks with minimal supervision, is key. Above all, a commitment to exceeding installer expectations, anticipating questions, and ensuring a seamless Energy products experience is essential.
What You’ll Do
- Provide top-tier customer support via inbound calls and emails.
- Educate installers and customers to ensure confidence in their residential energy storage systems.
- Assess whether issues can be resolved remotely or if further service and diagnostics are necessary.
- Escalate complex concerns to Tier2 support, Service Engineering or Field Service teams as needed.
- Accurately document issues and data in the CRM database.
- Flexibility to work a shifted schedule as support demands increase.
What You’ll Bring
- Bi-lingual candidates (Japanese, Mandarin, or Thai a strong plus)
- Minimum of 3 years of relevant experience, ideally with an electrical or engineering background.
- Excellent written and verbal communication skills in English.
- Outstanding customer service skills.
- Ability to effectively prioritize and manage shifting priorities.
- Experience with CRM systems and the MS Office Suite.
- Background in the energy industry or technical support is preferred.
- Understanding of distributed generation and/or energy storage systems is an advantage.
- Attention to detail in following oral and written instructions.
- Enthusiasm for learning new and innovative technologies.
- Willingness to assist and mentor team members.
- Ability to establish and maintain positive, cooperative working relationships.
- Capable of handling multiple priorities, organizing workload, and meeting deadlines.
- Team-oriented with a focus on achieving common goals.
Compensation and Benefits
Benefits 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
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
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Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
We expect members of this team to become experts in all Tesla products (vehicle and energy) and the direct-from-manufacturer sales model that has made Tesla an innovator in the automotive industry.