Bilingual Customer Service Specialist, Wall Connector

What To Expect Tesla Wall Connector Specialists are the voice of our Diagnostics team on a global scale. They perform initial troubleshooting with the customer as well as remote investigations and resolutions with or without customer intervention. They also educate customers and installers on the Wall Connector features and functionalities, and serve as a liaison between Certified Installers and their Account Managers to ensure that the end customers' needs are satisfied. Candidates must be fluent in both French and English, with strong verbal and written communication skills in both languages to effectively collaborate with diverse teams and customers. Schedule: Hours of operation are Monday through Friday, 10:30AM - 7:00PM EST. What You’ll Do Deliver a high level of customer service on every interaction Own the relationship from the first customer contact until resolution in an omni-channel environment and support any home or mobile charging equipment Process warranty-based returns for home charging products with customers and support teams Provide troubleshooting and customer support for the mobile app and account management for Tesla charging products Achieve expectations on all Key Performance Indicators, monthly, quarterly and bi-annually Achieve Tesla’s standards of excellent customer communication, advocacy and education What You’ll Bring Minimum of 1 year of customer call handling experience Understanding of telemetry data (Periscope Graphing, Basic Data Mining) Configuration analysis and modification (Telescope) Connectivity and networking (connecting to customer networks) Account administration (garage, toolbox, password assistance, commissioning, product replacement, account updates and corrections) Fluency in both French and English with strong verbal and written communication skills in both languages Critical thinking skills (order of operations, signal (energy) flow, firm vs soft vs hardware, trend spotting, push vs pull) Benefits Medical plans with $0 payroll deduction Family-building, fertility, adoption and surrogacy benefits Dental (including orthodontic coverage) and vision plans, both with $0 paycheck contribution Company-paid Health Savings Account (HSA) contribution when enrolled in the high-deductible medical plan with HSA Health 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&DD Short-term and long-term disability insurance (90-day waiting period) Employee Assistance Program Sick and vacation time (flex time for salaried positions, accrued hours for hourly positions) and paid holidays Back-up childcare and parenting support resources Voluntary benefits: 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 Expected Compensation Tech Support Specialist I – $19.44 – $29.16 per hour + cash and stock awards and benefits for all levels. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. #J-18808-Ljbffr