About the position The Position will serve as the primary technical support fort all FPI services: telematics, data services, fleet management, including multi-tier support and triage of customer issues associated with FPI software, hardware, and systems. Our approach is customer centric throughout the problem solving and customer support process. This role will demonstrate an innate ability to get to the root cause of the reported problems. The Position will be responsible for driving issues to resolution within SLA/issue management goals and communicate resolution efforts back to internal stakeholders, team members and the customer.

Responsibilities

• Be first point of contact for technical support.
• Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
• Take ownership to resolve complex issues, working independently and cross functionally.
• Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering.
• Capture customer support issue trends and report to management
• As needed general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support
• Update Customer & Internal Knowledge base as necessary based on customer calls and trends.
• Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority.
• Provide updates, status, and completion information to management.
• Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction.
• Look for opportunities to improve turnaround time to customers.
• Identify trends and report out on business improvement opportunities.
• Backup Account business owner when he/she is either out of the office or not available.
• Support Ford business owner by working closely together on escalated cases.
• Manage customer handling processes.
• Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.
• Keep abreast of anticipated program launches and changes.
• Work with Manager of NA Operations on monthly business reports as needed.
• Thrives in a remote environment Interact with the Percepta and client team as required to drive operational excellence.
• Adhere to and support all Percepta and Business Partner quality initiatives, systems, and policies.
• Support all Percepta Call Center policies and procedures.
• Attend and participate in team meetings.
• Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
• Complete training courses as directed by Operations and/or Training.
• Complete additional tasks / projects as needed.

Requirements

• High school diploma required.
• 3 years contact center experience required.
• Problem solving skills.
• Excellent written, verbal and listening skills.
• Strong empathy along with an awareness of customer/user loyalty drivers
• Ability to work well with all levels of the organization.
• Excellent organizational, time management and strong problem-solving skills.
• Logical thinker
• Proven ability to work in a fast-paced environment.
• Works well independently and in a team environment.
• Ability to multi-task Nice-to-haves
• Associate degree or college degree preferred.
• Previous experience working on a Percepta or Ford program advantageous.
• Understanding of operations program handling processes preferred Benefits
• 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) Apply To this Job