Integrated Services Support Specialist

TTEC-posted 4 months ago
$23 - $23/Yr
Remote • Dearborn, MI
5,001-10,000 employees
Administrative and Support Services
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At Percepta, we bring first-class service across each market we support. As an Integrated Services Support Specialist in Dearborn MI, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. Integrated Services at an Automotive Company creates and delivers innovative customer experiences by seamlessly integrating hardware, software, and services across the Company. Our over-the-air (OTA) updates continuously enhance customer experience, making Automotive Company vehicles smarter and more valuable over time. We're building leading-edge connected digital platforms that will revolutionize how vehicles operate, how people interact with them, and the overall value they provide. The Escalation Support Specialist will play a critical role in ensuring a seamless experience for our retail customers using connected vehicle services. You will troubleshoot and resolve complex technical issues, collaborate effectively with internal teams and external customers, and deliver timely solutions.

  • Provide expert technical support to retail customers via our Contact Resolution Center (CRC), resolving hardware and software issues within defined SLAs.
  • Diagnose and resolve complex technical problems related to connected vehicle services, collaborating with product and engineering teams as needed.
  • Leverage connected vehicle data to proactively identify and address potential issues before they impact customers, improving overall quality metrics.
  • Analyze support data to identify trends, recurring issues, and areas for improvement in our services. Contribute to reporting on key performance indicators (KPIs).
  • Effectively communicate with customers, internal teams (engineering, product, etc.), and external partners to resolve issues and provide updates.
  • Create and maintain up-to-date documentation, including troubleshooting guides, FAQs, and knowledge base articles.
  • Identify opportunities to streamline support processes and reduce manual effort.
  • Follow up on cases to ensure any update is communicated with customers, Managers, Engineers and dealers to support escalated cases in effort to resolve customers' concerns.
  • Identify and communicate software related departmental trends to Team Leads, Managers, and Engineers to bring awareness and work toward possible solutions.
  • Work with Knowledge Base on creation of articles for internal use for teams across the CRCs in effort to promote real-time solutions.
  • Efficiently escalate complex or unresolved issues to appropriate teams via Jira, ServiceNow, Microsoft Teams or Webex ensuring timely resolution and communication to the customer.
  • High School Diploma or GED.
  • Postsecondary education program in automotive service or software technology preferred or equivalent work experience.
  • 3+ years of experience in engineering or technical support, preferably in a customer-facing role.
  • Experience with help desk software, remote support tools, and CRM systems (e.g., Microsoft Dynamics, Salesforce).
  • Experience working with IT incidents and problem management tools, such as JIRA, BMC or Service Now.
  • Experience in a remote work environment is preferred.
  • Pay rate of $23 per hour.
  • Health/Dental/Vision/Life Insurance.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA).
  • 401(k) with company match.
  • Vacation/Sick Time and Paid Holidays.
  • Tuition Reimbursement.
  • Employee Assistance Program.
  • Employee Discount Program.
  • Training and Development Programs (Percepta College).
  • Employee Rewards Program (Perci Perks).
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