Customer Support Coordinator

2 weeks ago


Dearborn MI, United States Percepta Full time

About Percepta
At Percepta, we pride ourselves on delivering exceptional service across all markets we engage with.

Position Overview
As a Customer Support Coordinator, you will play a vital role in crafting and enhancing outstanding customer interactions while embracing the unique culture that defines our organization.

Key Responsibilities
Under the guidance of the Extended Service Plan Coordinator II and team leader, the Customer Support Coordinator will aid in establishing functional specifications for the extended service system based on global business needs.

  • Gather business requirements from stakeholders and collaborate with the Extended Service Plan Coordinator II and IT teams to ensure clarity and understanding.
  • Assist in the annual updates to the Ford/Lincoln extended service plans and provide research and recommendations for system-related challenges.
  • Conduct testing of enhancements and collaborate with the Extended Service Plan Coordinator II and team leader prior to implementation.
  • Resolve contract registration issues for dealers and management, providing second-level support for customer inquiries.

Daily Activities
During a typical day, you will:

  • Participate in meetings with business owners to discuss necessary changes to service plan designs.
  • Assist in developing test plans, executing tests, and tracking defects.
  • Research and propose solutions for system-related concerns.
  • Understand new business functionalities for the USA and Canada, ensuring effective communication of changes.
  • Document modifications to business requirements and the system.
  • Resolve contract registration issues for dealers and management through the main database.
  • Collaborate with the Extended Service Plan Coordinator II on exceptions and special requests.
  • Recommend process improvements.
  • Complete additional tasks and projects as assigned.

Qualifications
Education:
Currently pursuing an associate degree in information systems or an equivalent combination of education and experience.

Experience:
Preferred qualifications include:

  • Experience in business with a solid understanding of technology or vice versa.
  • One year of experience utilizing critical thinking or analytical skills.
  • One year of experience interfacing with system developers.
  • One year of experience in writing detailed business/system requirements.
  • One year of experience in developing system test cases and executing user acceptance testing.
  • Experience in writing functional system requirements is a plus.

Skills:
Successful candidates will demonstrate:

  • The ability to articulate business needs to information services and vice versa.
  • Strong communication skills for effective interaction with customers, managers, and colleagues.
  • Proficiency in advanced Excel.
  • Excellent analytical and troubleshooting skills with a technical mindset.
  • Capability to analyze issues, identify root causes, and propose resolutions.
  • Professionalism and a positive attitude.
  • Outstanding time management and organizational skills.
  • Ability to work collaboratively and independently while managing multiple priorities.
  • Attention to detail.

What We Offer:
We provide a competitive compensation package, including:

  • Hourly pay of $16.90
  • Health, Dental, Vision, and Life Insurance
  • Flexible Spending Account (FSA) and Health Savings Account (HSA)
  • 401(k) with company match
  • Paid Vacation/Sick Time and Holidays
  • Tuition Reimbursement
  • Employee Assistance Program
  • Employee Discount Program
  • Training and Development Programs
  • Employee Rewards Program

At Percepta, we are committed to fostering a diverse and inclusive workplace. We encourage all qualified candidates to apply.



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