Installer Support, Technical Specialist

Description

Tesla's Energy team is growing fast, and we need a technically minded, customer-focused problem solver to match. In this role, you'll be the front line of support for Tesla's Energy product lines, bringing the technical acumen to diagnose and resolve complex issues alongside the communication skills to make every customer interaction count. You'll work closely with Sales, Operations, and Service teams to proactively improve the owner experience for a rapidly expanding customer base.

You thrive with autonomy, take initiative without being asked, and hold yourself to a high standard whether working independently or as part of a team. You proactively seek out opportunities to improve processes and customer outcomes, complete daily tasks accurately with minimal oversight, and are driven by a genuine desire to exceed customer expectations at every turn.

Responsibilities

• Handle high volumes of inbound calls and emails, providing accurate and timely technical support for Tesla's Energy products
• Triage, troubleshoot, and resolve technical issues with battery and energy storage systems, escalating to field service or further diagnostics where required
• Educate installers and customers to ensure they have full confidence in their energy storage systems
• Communicate customer concerns to NOC Managers, Service Engineering, and Field Service as needed
• Accurately log all interactions and resolutions into our CRM in line with contact centre quality standards, meeting KPIs across response times, first-call resolution, and customer satisfaction

Requirements

• Minimum 2 years’ experience in a contact centre or customer-facing technical support role
• Demonstrated ability to manage high contact volumes while maintaining quality and professionalism
• Strong written and verbal English communication skills across both voice and written channels
• Experience with CRM systems and MS Office Suite
• Ability to manage multiple priorities and meet deadlines in a structured environment
• Collaborative team player willing to support and mentor others

Preferred

• Background in the energy industry, electrical systems, or energy storage
• Understanding of distributed generation and/or energy storage systems
• Fluency in Korean, Thai, Japanese, Malay, Filipino, or Vietnamese
• Experience working with contact centre KPIs and quality frameworks

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) - Purchase Tesla stock twice per year at a 15% discount
• Parental leave (no minimum employment period)
• Primary carers – 18 weeks at full pay or 36 weeks half pay
• Secondary carers – 6 weeks full pay
• Miscarriage leave - 10 days
• Employee Vehicle Loan Program
• Novated Leasing (AU only)
• Employee Vehicle Finance program (AU only) - Tesla subsidises your loan interest
• Well-being Fund – An annual allowance of $950 USD for all employees to support their well-being in ways that are meaningful to them
• Health insurance discounts (AU only)
• Bike to work – $10 per day if you cycle to work
• Employee Assistance Program - Free and confidential counselling for all staff and their families
• Annual Flu Vaccines
• Birthday Leave, Cultural Significance Leave and Volunteer Leave

Some eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla’s discretion with no prior notice.