Technical Support Specialist - Chinese (Cantonese) - Tesla Motors - Fremont, CA

Tesla Motors is committed to hiring and developing top talent from across the world for any given discipline. Our world-class teams operate with a non-conventional automotive product development philosophy of high inter-disciplinary collaboration, flat organizational structure, and technical contribution at all levels. You will be expected to challenge and to be challenged, to create, and to innovate. These jobs are not for everyone, you must have a genuine passion for producing the best vehicles in the world. Without passion, you will find what we're trying to do too difficult.

The Role

Tesla Motors is looking for a Technical Support Specialist to work on one of the most progressive vehicle brands in the world. This position requires a high level customer and employee interaction, so the ideal candidate will not only possess the technical acumen, but also the ability to provide a strong level of customer service. Located at our Fremont Service Office, this position requires collaboration with Tesla Sales, Vehicle Service and Executive Staff to proactively improve the owner experience for a rapidly growing customer base. This particular role is to support our efforts in China and helping our customers have a great experience with their vehicles.

The overall responsibility of this role is to ensure Tesla meets its obligations and commitments by responding to Customer inquiries in an accurate and timely manner. The Technical Support team develops and maintains excellent working relationships with Tesla Owners and various internal departments to carefully and effectively address customer support concerns.

Qualified persons may have a background in automotive or technical customer support. Candidates will thrive in both an independent and team environment. You must be able to proactively seek out projects that enhance optimal customer service and team organization while completing daily tasks accurately and with minimal oversight. Most importantly, your core value includes a desire to exceed customer expectations, answer questions before they are asked and ensure every aspect of ownership is a true pleasure.

Responsibilities:

• Provide highest level of customer support by answering inbound calls and emails.

• Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues with the vehicle.

• Educate our owners so they have optimal confidence in the operation of their vehicle.

• Provide vehicle and charging orientation. Cater to individual customers by adapting to their specific learning style.

• Determine if technical solution can be resolved via phone or if vehicle service is need.

• Communicate owners concerns with Service Managers, Service Engineering, Supercharger Engineering or Roadside Assistance when necessary.

• Accurately record issues and data into CRM / Vehicle Support Systems.

Requirements:
Fluency in Cantonese highly preferred, Mandarin is a plus. Bachelor's degree from a leading 4-year college or university or 2 years of relevant work experience. Excellent written and oral communications skills. Ability to prioritize effectively and handle shifting priorities. Flexible schedule; this team runs 24/7/365 to accommodate our customer’s needs. Customer Management Systems-Outlook, and MS Office Suite . Retail automotive service experience or background in Technical Support or call center environment preferred. Understanding of basic automotive techniques related to repair and servicing of automobiles. Ability to follow oral and written instructions with attention to detail. Willingness to learn new and innovative automotive technologies. Willingness to assist and teach others on the team. Establish and maintain positive, cooperative, working relationships. Effectively handle multiple priorities, organize workload, and meet deadlines. Work in a team-based environment and achieve common goals. _____ _______ _

Tesla is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical??? condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ?expression, veteran status, or any other status protected under federal, state, or local law.

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