Automotive Technical Support Guide

Expect more than a job!

Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as an Automotive Guide and experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect

• Culture of Service - to be treated like you are the customer from day one
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions
• Respect – a team that is accountable, dependable and gives you their full attention
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others and the organization
• Career growth and lots of learning opportunities for aspiring minds
• Diversity - be a part of our growing diverse and community-minded organization that is all about having fun
• Competitive compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentives and promote physical, mental, and financial wellness.

Along with our values and unique culture, Percepta also offers matching 401K, paid time off, medical, dental, and vision coverage, quarterly performance bonuses, annual raises, and tuition reimbursement. As a company we believe in promoting from within and fostering the growth of our employees.

Work From Home Position during Covid-19 may be required

Position Summary

The Guide builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges.
This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, video chat, or online chat. Guides will teach and guide consumers through this savvy and innovative technological experience. Client interaction, first and foremost, is to provide an exceptional experience in order for guests to build a strong loyalty to the program. Guides will be focused on building relationships with their members and providing an outstanding experience where members are delighted.

Responsibilities

• Provide an exceptional member experience in every interaction.

• Provide insightful advice and direct support to members in need. Diagnoses of issues and provide resolution with teaching and guidance.

• Partners with legacy App owners for troubleshooting and resolution.

• Researches and resolves billing or payment issues. Owns the member experience from the very beginning to the end. Making decisions on whether to escalate or how to address issues so the member is delighted and eager to continue to utilize the program.

• Identifies and presents out of the box ideas and changes to other Guides and Leaders that will ensure this program is second to none.

Education

• High School Diploma required. Associates Degree or Bachelor’s degree preferred.

Experience

• Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.

• A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests. o Exceptional customer service o Automotive Industry o Cutting edge technology

Skills

• Communication o Excellent communication skills – both verbal and written word

• Passionate and confident over the phone or on video chat

• Comfortable with twitter, email, text, or any written form

• Savvy and demonstrate creative solutions o Present a professional and polished yet friendly demeanor o Speed and accuracy when typing o Ability to sway the opinion of others through verbal and/or written correspondence o Ability to adapt communication style to fit the style of others o Ability to diagnose issues quickly and resolve with patience and empathy o Demonstrated ability to interject personality into written content without crossing professional boundaries

• Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues

• Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients

• Strong customer service, interpersonal and relationship-building skills

• Savvy with the use of technology, software, and social media applications (Facebook, Twitter,

Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends.

• Ability to work well under pressure

• Active listening skills

• Strong multi-tasking skills, organizational, time management, planning and problem solving skills

• Self-sufficient, resourceful and works well with minimal supervision

Due to the Covid-19 pandemic, this role may require you to work from home role temporarily in response to the Covid-19 pandemic (Minimum requirements must be met to work or train from home).

In order to successfully work from home, you must have the following:

• Internet access with a minimum speed of 4 MBPS up and 10 MBPS down
• A secure quiet area in the home to work from
• The ability to work effectively in a work-at-home setting
• The ability to come on site when necessary - we may need you to pick-up/drop-off equipment or on-site technical help
• This is a temporary WFH position, in office location is Allen Park
• Ownership of or access to an Ethernet cord is required at employees cost
• Ability to be hardwired into home router
• Laptop, monitor, keyboard, and mouse are provided by the company

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment.
Percepta is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Supplemental Pay:

• Bonus pay

Application Question(s):

• Do you have the flexibility to work any 8 hour shift between 8am and 11pm?
• Do you have the flexibility to work any 5 day work week Monday and Sunday?

Education:

• High school or equivalent (Required)

Experience:

• Customer support: 1 year (Preferred)

Language:

• Fluent French (Preferred)
• Fluent Spanish (Preferred)

Work Location:

• Multiple locations

Work Remotely:

• Yes