Automotive Technical Specialist

At Percepta, we bring first-class service across each market we support. As a Technical Support Specialist working in Melbourne, Florida, 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 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

Responsibilities

• Initial lead in providing support resources and repair strategies to dealer service teams
• Assist dealers' technical assistance request
• 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 dealer
• 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

What You Bring to the Role

Education

Experience

Skills

A little bit more about your role :

Must be able to work onsite in the Melbourne, Florida. 8-hour shift between 8 : 00 am - 5 : 00 pm EST, 5 days per week.

What You Can Expect

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect :

Culture of Service - to be treated like you are the customer from day one

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions

Respect - a team that is accountable, dependable, and gives you their full attention

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, 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. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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