Technical Client Support

Requisition Title

:Technical Client Support(03XAH)US-FL-Melbourne

Description

This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, chat, or online chat. The Concierge will teach and guide consumers through this savvy and innovative technological experience. Client interaction, first and foremost, is to provide an exceptional experience in order for consumers to build a strong loyalty to the program. The Concierge will be focused on building relationships with their clients and providing an outstanding experience where clients are delighted.

Responsibilities

• Provide an exceptional client experience in every interaction.
• Communicate effectively in both verbal and/or written responses to client inquiries.
• Provide insightful advice and direct support to consumers in need. Diagnoses of issues and provide resolution with teaching and guidance.
• Partners with legacy app owners for troubleshooting and resolution.
• Educate the client on products and services.
• Researches and resolves billing or payment issues. Owns the consumer experience from the very beginning to the end. Making decisions on whether to escalate or how to address client issues so the client is delighted and eager to continue to utilize the program.
• Act as a liaison between clients and dealerships, providing excellent service to both by following up with open cases.
• Identifies and presents out of the box ideas and changes to other Concierge and Leaders that will ensure this program is a world class experience.
• Participate in projects, responsibilities, and other tasks assigned by management.

Education

• Bachelor’s degree or Associates Degree preferred or equivalent position related experience required. Communications, Public Relations, Marketing, or related field of study preferred.

Experience

• Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
• A passion for two of the three items below is important because we are seeking people who want to build a career that is aligned with their interests. Exceptional customer service Automotive Industry Cutting edge technology

Skills

• Communication Excellent communication skills – both verbal and written word Passionate and confident over the phone Comfortable with email, text, or any written form of communication Savvy and demonstrate creative solutions Present a professional and polished yet friendly appearance Speed and accuracy when typing Ability to sway the opinion of others through verbal and/or written correspondence Ability to adapt communication style to fit the style of others Ability to diagnose issues quickly and resolve with patience and empathy Demonstrated ability to interject personality into written content without crossing professional boundaries
• Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues
• Brings an energetic and collaborative mind set to the team
• Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients
• Strong customer service, interpersonal and relationship-building skills
• Ability to provide SME experience to fellow colleagues

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.