Escalation Support Specialist (Automotive Customer Support)

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As an Escalation Support Specialist (specializing in the automotive industry) working hybrid in Allen Park, MI , you'll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What You'll Be Doing

The Escalation Support Specialist plays a vital role in delivering a smooth and reliable experience for customers using connected vehicle services. In this position, you'll troubleshoot and resolve complex technical issues, act as a point of escalation for customer concerns, and collaborate closely with both internal teams and external partners to provide timely, effective solutions.

You'll be part of a team dedicated to creating innovative, integrated customer experiences through connected technologies. By leveraging over-the-air (OTA) updates and advanced digital platforms, the team is continuously enhancing vehicle functionality and redefining how customers interact with their vehicles.

During a Typical Day, You'll

• Provide expert-level technical assistance for escalated customer issues, ensuring timely resolution within defined service-level agreements (SLAs).
• Diagnose and resolve complex hardware and software issues related to connected vehicle services, collaborating with engineering, product, and other internal teams as needed.
• Use connected vehicle data to identify and address potential issues before they affect customers, contributing to improvements in service quality and reliability.
• Analyze support trends and recurring issues to identify root causes and areas for improvement. Contribute to the development of reports and key performance indicators (KPIs).
• Work closely with internal stakeholders and external partners to resolve issues efficiently and maintain clear, consistent communication with all parties.
• Maintain responsibility for end-to-end case management, ensuring updates are clearly communicated to customers, internal stakeholders, and partner teams.
• Identify opportunities to streamline support processes and reduce manual effort. Collaborate with the Knowledge Base team to create and maintain internal documentation that enables real-time solutions.
• Escalate unresolved or highly complex issues through appropriate channels (e.g., Jira, ServiceNow, Microsoft Teams, Webex), ensuring timely handoff and continued visibility until resolution.
• Monitor and communicate patterns in software-related issues to team leads and relevant stakeholders to support root-cause analysis and long-term resolution planning.

What You Bring to the Role

What You Can Expect

A Bit More About Your Role

This is a full-time position (40 hours per week) with a hybrid work schedule. You'll work on-site at our office in Michigan Central Station, located in Corktown, Monday through Thursday, with the flexibility to work remotely on Fridays. Our hours of operation are 8 : 00 AM to 8 : 00 PM ET, and your specific working hours may vary within that window. All necessary equipment and tools will be provided to support your success in the role.

About Percepta

Established in 2000 as a joint venture between TTEC and a leading auto manufacturer, Percepta has specialized in creating customer loyalty for 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.

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