Integrated Services Support Specialist

At Percepta, we bring first-class service across each market we support. As an Integrated Services Support Specialist in Dearborn 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.

What You’ll Be Doing

Integrated Services at a Automotive Company creates and delivers innovative customer experiences by seamlessly integrating hardware, software, and services across the Company. Our over-the-air (OTA) updates continuously enhance customer experience, making Automotive Company vehicles smarter and more valuable over time. We're building leading-edge connected digital platforms that will revolutionize how vehicles operate, how people interact with them, and the overall value they provide.

The Escalation Support Specialist will play a critical role in ensuring a seamless experience for our retail customers using connected vehicle services. You will troubleshoot and resolve complex technical issues, collaborate effectively with internal teams and external customers, and deliver timely solutions.

During a Typical Day, You’ll

· Escalation Support: Provide expert technical support to retail customers via our Contact Resolution Center (CRC), resolving hardware and software issues within defined SLAs.
· Issue Resolution: Diagnose and resolve complex technical problems related to connected vehicle services, collaborating with product and engineering teams as needed.
· Proactive Monitoring & Issue Prevention: Leverage connected vehicle data to proactively identify and address potential issues before they impact customers, improving overall quality metrics.
· Data Analysis & Reporting: Analyze support data to identify trends, recurring issues, and areas for improvement in our services. Contribute to reporting on key performance indicators (KPIs).
· Collaboration & Communication: Effectively communicate with customers, internal teams (engineering, product, etc.), and external partners to resolve issues and provide updates.
· Documentation & Knowledge Base: Create and maintain up-to-date documentation, including troubleshooting guides, FAQs, and knowledge base articles.
· Process Improvement: Identify opportunities to streamline support processes and reduce manual effort.
· Responsible for following up on cases to ensure any update is communicated with customers,  Managers,  Engineers and dealers to support escalated cases in effort to resolve customers’ concerns.
· Identify and communicate software related departmental trends to Team Leads, Managers,  Managers and Engineers to bring awareness and work toward possible solutions.
· Work with Knowledge Base on creation of articles for internal use for teams across the CRCs in effort to promote real-time solutions.
· Escalation Management: Efficiently escalate complex or unresolved issues to appropriate teams via Jira, ServiceNow, Microsoft Teams or Webex ensuring timely resolution and communication to the customer.

What You Bring to the Role

Education
· High School Diploma or GED
· Postsecondary education program in automotive service or software technology preferred or equivalent work experience

Experience
· 3+ years of experience in engineering or technical support, preferably in a customer-facing role.
· Experience with help desk software, remote support tools, and CRM systems (e.g., Microsoft Dynamics, Salesforce).
· Experience working with IT incidents and problem management tools, such as JIRA, BMC or Service Now.
· Experience in a remote work environment is preferred.

What You Can Expect

· 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)

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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