Commercial Solutions Specialist - Automotive Industry (Remote)

Job Description

Job Description

Requisition Title : Commercial Solutions Specialist - Automotive Industry (Remote) (0485T)

US-MI- DearbornDescription

At Percepta, we bring first-class service across each market we support. As Commercial Solutions Specialist in Dearborn, MI(Remote), you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Position will serve as the primary technical support fort all FPI services : telematics, data services, fleet management, including multi-tier support and triage of customer issues associated with FPI software, hardware, and systems. Our approach is customer centric throughout the problem solving and customer support process. This role will demonstrate an innate ability to get to the root cause of the reported problems. The Position will be responsible for driving issues to resolution within SLA / issue management goals and communicate resolution efforts back to internal stakeholders, team members and the customer.

During a Typical Day, You’ll

• Be first point of contact for technical support.
• Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
• Take ownership to resolve complex issues, working independently and cross functionally.
• Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering.
• Capture customer support issue trends and report to management
• As needed general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support
• Update Customer & Internal Knowledge base as necessary based on customer calls and trends.
• Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority.
• Provide updates, status, and completion information to management.
• Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction.
• Look for opportunities to improve turnaround time to customers.
• Identify trends and report out on business improvement opportunities.
• Backup Account business owner when he / she is either out of the office or not available.
• Support Ford business owner by working closely together on escalated cases.
• Manage customer handling processes.
• Interact with Business Partners as needed including :

o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.

o Keep abreast of anticipated program launches and changes.

What You Bring to the Role

Experience

Skills

What You Can Expect

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we :

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

#LI-Remote