Job Information
Percepta Technical Support Specialist in Melbourne, Florida
Description
Technical Support Specialist
At Percepta, we bring first-class service across each market we support. As a Technical Support Specialist 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.
The Technical Support Specialist role is to consistently improve and maintain a high level of customer satisfaction by troubleshooting and aiding dealer issues. The Technical Support Specialist follows documented protocols for first contact resolution, escalations to second level support, and follows up to resolve dealer technical concerns.
What You’ll Be Doing
Assist dealers with getting established in the ecommerce environment for parts.ford.com and accessories.ford.com
Create cases using CRM tool
Assist dealers via inbound phone and email
Enrollment and technical specialists for Ecommerce support
Work to foster relationship between dealer and ecommerce environment
Walk the dealer through all facets related to the orders placed on parts.ford.com and accessories.ford.com from start to finish
Set up pricing profiles and delegates
Escalate for additional assistance when needed
Verify proper software set up(s)
Assist with application navigation
Troubleshoot issues with job role(s)
Create and update troubleshooting guidelines
Document processes where there is 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
Act as a mentor to less experienced teammates:
Act as a backup for a subject matter expert in the absence of the Manager
Demonstrate leadership capabilities
What You Bring to the Role
Associate degree or two years of equivalent work experience
2 or more years of customer service or position related experience
Preferred experience managing and maintaining application use.
Preferred knowledge of invoices and accounting practices
Strong communication, customer service and organizational skills
Strong problem resolution and decision-making skills
Knowledge of Windows current versions and previous as well as Microsoft Office, Internet technologies and technical infrastructures
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.
Ability to work flexible hours and accommodate holidays – some overtime may be required.
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, breath 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.
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.
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.
Primary Location: US-FL-Melbourne
Req ID: 041MJ
