About the position
At Percepta, we bring first-class service across each market we support. As a Technical Support Specialist working in Corktown/Detroit, 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. The Technical Support Specialist's role is to consistently improve and maintain a high level of professional customer satisfaction by troubleshooting and aiding in resolving technical repair issues. The Technical Support Specialist follows documented protocols for first-contact resolution, escalations to second-level support, and follow-up to resolve dealer technical concerns. During a typical day, you'll be responsible for providing support resources and repair strategies to dealer service teams, assisting dealers' technical assistance requests, and providing real-time technical assistance to reduce the total number of claims requiring technical escalation. You will also perform detailed claim analysis and adjudication per contract terms and contact handling processes, place outbound calls to dealerships regarding the status of submitted claims, and communicate with dealers and repair facilities in a professional manner regarding claim adjudication and concerns. Additionally, you will log all dealer contacts into the appropriate contact system, assist dealers via phone and email, and escalate for additional assistance when needed. Maintaining a positive work environment that fosters team performance and supporting all Percepta business and quality initiatives is also crucial to your role.
Responsibilities
- Initial lead in providing support resources and repair strategies to dealer service teams
- Assist dealers' technical assistance requests
- Provide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim
- Provide real-time technical subject matter expertise to agents and dealers
- Perform detailed claim analysis and adjudication per contract terms and contact handling processes
- Place outbound calls to dealerships regarding the status of submitted claims within client-specified timeframes
- Communicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided
- Properly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts from the CRC
- Assist dealers via phone and email
- Walk the dealer through all facets related to the escalating technical concerns
- Escalate for additional assistance when needed. Manage dealer escalation concerns/issues
- Document processes where there are no current standards
- Maintain a positive work environment that fosters team performance; support and contribute to open communication
- Identify and report all concerns regarding the program to the appropriate Manager
- Adhere to and support all Percepta business and quality initiatives and company policies and procedures
- Attend and participate in team meetings
- Demonstrate leadership capabilities
Requirements
- High School Diploma required
- Associate's degree preferred
- Minimum 2-3 years of customer service experience required
- 2 or more years of automotive technical knowledge or position-related experience required
- Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training required
- Diesel, Gas, Hybrid, and EV engine diagnosis and repair experience preferred
- ASE, manufacturer, or state technician certifications in automotive service and/or repair preferred
- Experience managing and maintaining application use preferred
- Strong communication, customer service, and organizational skills
- Strong problem-resolution and decision-making skills
- Ability to analyze repair shop diagnosis information to determine coverage eligibility
- Ability to speak confidently about repair procedures
- Excellent interpersonal skills
- Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective
- Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)
- Flexibility and adaptability in a fast-paced environment
- Ability to analyze and solve problems
- Communicate and articulate in a professional and effective manner both verbally and written
- Ability to exercise independent judgment and decision-making
- Reasoning ability and logical thinking
- A good listener with a proven ability to build relationships with all types of people
- Strong time management skills, attention to detail, and outstanding follow-up skills
- The ability to work well under pressure with tight deadlines
Nice-to-haves
- Diesel, Gas, Hybrid, and EV engine diagnosis and repair experience
- ASE, manufacturer, or state technician certifications in automotive service and/or repair
- Experience managing and maintaining application use
Benefits
- 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)
