Job summary
Job post source
This job is directly from Percepta
Job overview
The Commercial Solutions Specialist at Percepta provides technical support for Ford Pro Intelligence services, ensuring excellent customer experiences and resolving issues related to telematics, data services, and fleet management.
Responsibilities and impact
The role involves being the first point of contact for technical support, diagnosing and resolving customer issues, escalating complex problems, updating knowledge bases, managing cases within SLAs, and collaborating with internal teams and business partners to improve service delivery.
Compensation and benefits
The position offers health, dental, vision, and life insurance, flexible spending and health savings accounts, 401(k) with company match, paid vacation and holidays, tuition reimbursement, employee assistance and discount programs, training and development, and employee rewards.
Experience and skills
Candidates should have a high school diploma (associate or college degree preferred), at least 3 years of contact center experience, problem-solving skills, strong communication and organizational abilities, and the capacity to work independently and in teams; experience with Percepta or Ford programs is advantageous.
Career development
Percepta provides training and development programs through Percepta College and offers numerous learning opportunities for career growth within a supportive environment.
Work environment and culture
Percepta fosters a culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation focused on employee wellness and a positive work environment.
Company information
Percepta, established in 2000, operates global contact centers delivering frictionless customer experiences and values service, teamwork, respect, proactivity, career growth, and diversity.
Job location and travel
The role is remote, based in Dearborn, MI, supporting Ford Pro Intelligence services.
Unique job features
This job features remote work, multi-tier technical support responsibilities, and involvement with a major automotive client, Ford Pro Intelligence, providing a unique opportunity to work on cutting-edge telematics and fleet management solutions.
Company overview
Percepta is a global customer experience and contact center solutions provider, specializing in delivering high-quality customer service, technical support, and sales support for various industries, including automotive, financial services, and technology. The company generates revenue through outsourcing services, offering tailored solutions that enhance customer satisfaction and loyalty. Founded in 2000 as a joint venture between Ford Motor Company and TeleTech Holdings, Percepta has grown significantly, leveraging its expertise to help clients improve their customer engagement strategies and operational efficiencies.
How to land this job
Position your resume to highlight your three years of contact center experience, especially any work with Percepta or Ford programs, emphasizing your ability to provide technical support and resolve complex customer issues independently and cross-functionally.
Emphasize your problem-solving skills, strong communication abilities, empathy, and organizational skills, as well as your experience handling multi-tier technical support and managing customer cases within SLA requirements.
Apply through multiple platforms including Percepta's corporate careers page, LinkedIn, and other job boards that list this role to maximize your chances of visibility and consideration.
Connect on LinkedIn with professionals working in Percepta's automotive or customer support divisions; use ice breakers such as commenting on recent Percepta initiatives in automotive solutions or asking about their experience supporting Ford Pro Intelligence services.
Optimize your resume for ATS by incorporating keywords from the job description like 'technical support,' 'telematics,' 'fleet management,' 'customer issue resolution,' 'SLA,' and 'multi-tier support' to ensure your resume passes automated screenings.
Use Jennie Johnson's Power Apply feature to automate resume tailoring, multi-platform applications, and LinkedIn networking outreach, freeing up your time to prepare for interviews and deepen your industry knowledge.
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