Technical Support Specialist Lead

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.

• 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
• 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

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program