Escalation Support Specialist

Job Description - Escalation Support Specialist (Automotive Customer Support) (046T7)

US-MI-Dearborn

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As an Escalation Support Specialist(specializing in the automotive industry) working hybridin Allen Park, MI, youll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What Youll Be Doing

The Escalation Support Specialist plays a vital role in delivering a smooth and reliable experience for customers using connected vehicle services. In this position, youll troubleshoot and resolve complex technical issues, act as a point of escalation for customer concerns, and collaborate closely with both internal teams and external partners to provide timely, effective solutions.

Youll be part of a team dedicated to creating innovative, integrated customer experiences through connected technologies. By leveraging over-the-air (OTA) updates and advanced digital platforms, the team is continuously enhancing vehicle functionality and redefining how customers interact with their vehicles.

During a Typical Day, Youll

• 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.

What You Bring to the Role

• A high school diploma or GED (required); additional education in automotive service, software technology, or a related field is preferredor 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).
• Experience working in a remote or distributed work environment is a plus.
• 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.

What You Can Expect

• Starting hourly pay rate of $21.00 per hour (based on experience and other factors)
• 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)

A Bit More About Your Role

This is a full-time position (40 hours per week) with a hybrid work schedule. Youll work on-site at our office in Michigan Central Station, located in Corktown, Monday through Thursday, with the flexibility to work remotely on Fridays. Our hours of operation are 8:00 AM to 8:00 PM ET, and your specific working hours may vary within that window. All necessary equipment and tools will be provided to support your success in the role.

About Percepta

Established in 2000 as a joint venture between TTEC and a leading auto manufacturer , Percepta has specialized in creating customer loyalty for 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 groundedso people and ideas have room to grow.
• Service beyond self We serve othersclients, customers, and teammateswith 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 onecelebrating, 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.

From its inception, Percepta LLC has 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 wesupport.