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Percepta · 4 months ago

Escalation Support Specialist (Automotive Customer Support)

Dearborn, MI

Full-time

Hybrid

Mid Level

$21/hr - $21/hr

3+ years exp

Percepta is a company that specializes in creating customer loyalty within the automotive and mobility sectors. They are seeking an Escalation Support Specialist who will troubleshoot and resolve complex technical issues for customers using connected vehicle services, while collaborating with internal teams and external partners to ensure timely solutions.

Customer ServiceOutsourcing

Responsibilities

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

Qualification

Technical troubleshootingHelp desk platformsIncident management toolsSoftware development lifecycleAgile methodologiesProactive mindsetCommunication skillsInterpersonal skillsAdaptability

Required

A high school diploma or GED (required); additional education in automotive service, software technology, or a related field is preferred—or equivalent practical experience

3+ years of experience in engineering or technical support, ideally in a customer-facing or escalation-focused role

Proficiency with help desk platforms, remote support tools, and CRM systems such as Microsoft Dynamics or Salesforce

Familiarity with incident and problem management tools (e.g., Jira, BMC, ServiceNow)

Strong technical troubleshooting skills with the ability to resolve complex hardware and software issues

Solid understanding of the software development lifecycle (SDLC) and Agile methodologies; experience with developer tools (e.g., IDEs, compilers, debuggers) is a plus

High emotional intelligence with the ability to empathize with customer concerns and maintain professionalism in high-pressure situations

Proven adaptability in fast-paced environments with shifting priorities and evolving technologies

Exceptional communication and interpersonal skills, with a strong focus on delivering outstanding customer experiences

Demonstrated ability to work both independently and collaboratively within cross-functional teams

A proactive mindset and passion for identifying solutions, improving processes, and exceeding customer expectations