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At Percepta, we bring first-class service across each market we support . As Commercial Solutions Specialist in Dearborn, MI(Remote), 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 Position will serve as the primary technical support fort all FPI services: telematics, data services, fleet management, including multi-tier support and triage of customer issues associated with FPI software, hardware, and systems. Our approach is customer centric throughout the problem solving and customer support process. This role will demonstrate an innate ability to get to the root cause of the reported problems. The Position will be responsible for driving issues to resolution within SLA/issue management goals and communicate resolution efforts back to internal stakeholders, team members and the customer.
During a Typical Day, You'll
• Be first point of contact for technical support.
• Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
• Take ownership to resolve complex issues, working independently and cross functionally.
• Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering.
• Capture customer support issue trends and report to management
• As needed general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support
• Update Customer & Internal Knowledge base as necessary based on customer calls and trends.
• Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority.
• Provide updates, status, and completion information to management.
• Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction.
• Look for opportunities to improve turnaround time to customers.
• Identify trends and report out on business improvement opportunities.
• Backup Account business owner when he/she is either out of the office or not available.
• Support Ford business owner by working closely together on escalated cases.
• Manage customer handling processes.
• Interact with Business Partners as needed including:
o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.
o Keep abreast of anticipated program launches and changes.
• Work with Manager of NA Operations on monthly business reports as needed.
• Thrives in a remote environment Interact with the Percepta and client team as required to drive operational excellence.
• Adhere to and support all Percepta and Business Partner quality initiatives, systems, and policies.
• Support all Percepta Call Center policies and procedures.
• Attend and participate in team meetings.
• Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
• Complete training courses as directed by Operations and/or Training.
• Complete additional tasks / projects as needed.
What You Bring to the Role
• High school diploma required.
• Associate degree or college degree preferred.
Experience
• 3 years contact center experience required.
• Previous experience working on a Percepta or Ford program advantageous.
• Understanding of operations program handling processes preferred
Skills
• Problem solving skills.
• Excellent written, verbal and listening skills.
• Strong empathy along with an awareness of customer/user loyalty drivers
• Ability to work well with all levels of the organization.
• Excellent organizational, time management and strong problem-solving skills.
• Logical thinker
• Proven ability to work in a fast-paced environment.
• Works well independently and in a team environment.
• Ability to multi-task
What You Can Expect
• Salary is $20.00 per hour
• 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)
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to 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:

• Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow.
• Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction.
• Leave it better - We take ownership and leave every process, person, and place better than we found it.
• Win together - We succeed as one-celebrating, supporting, and showing up for each other.
• Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out.

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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