Part-Time Technical Support Agent- WORK FROM HOME (MUST BE ABLE TO COME TO THE DEARBORN, MI OFFICE OCCASIONALLY)

ALTHOUGH THIS IS A PART-TIME WORK-FROM-HOME OPPORTUNITY, EMPLOYEES WILL DO NEW HIRE TRAINING (SEVERAL WEEKS) ON SITE IN THE DEARBORN, MICHIGAN OFFICE. ADDITIONALLY, REMOTE EMPLOYEES MUST BE ABLE TO COME TO THE OFFICE OCCASIONALLY FOR TRAINING CALIBRATION SESSIONS. 
*To be considered for the call center customer service representative position, applicants MUSTcomplete the pre-hire assessment that appears after the application is complete. 


PLEASE BE AWARE THAT THE TECHNICAL SUPPORT AGENT OPPORTUNITY IS PART-TIME. YOU WILL WORK 20-25 HOURS EACH WEEK, AND YOUR HOURS WILL ALWAYS BE WITHIN A SET SCHEDULE (e.g., 9 AM- 2 PM, 10 AM- 3 PM, 11 AM- 4 PM

* PLEASE BE AWARE THAT EMPLOYEES WILL BE RESPONSBILE FOR UTILIZING THEIR OWN PERSONAL COMPUTER FOR WORK RESPONSIBILITIES, AS WELL AS PROVIDING A RELIABLE HOME INTERNET CONNECTION.

Part-Time Technical Support Agent
Technical Support Agent Career Field: Technology, Customer Support Representative, Technical Support,Technical/Technology Troubleshooting, Helpdesk, Technical Analyst, Bluetooth, Voice Recognition, GPS Navigation Systems, Technology Representative, Working from home remotley, Automotive/Vehicle Technology Support.

Part-Time Technical Support Agent
This position does require being willing and able to work from home at some point in the future, instead of working in the office. 

The Part-TimeTechnical Support Agent will provide U. S. and Canadian retail customers and dealers with prompt and efficient technical customer support in a professional manner, including answering incoming calls for technical customer service support, meeting defined metrics, and documenting incoming calls concerning technical issues.

Technical Support Agent Duties & Responsibilities
 Receive inbound calls and warm transfers to handle technical questions on the In-Vehicle Technology (IVT) system.
o Provide excellent customer service and correct information to callers within the service level guidelines expected.
o Use troubleshooting techniques and tools to accurately identify problems and apply the most effective solution for identified problems.
 Ability to create a home environment that will promote success.
 Talent for thriving in a position that requires strong self-management skills and minimal supervision.
 Use additional resources and escalation points including: diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues; consult with engineering team members as necessary.
 Determine the appropriate route for escalating complex issues based on the type of expertise required.
 Follow up with the customer (if required) to ensure the resolution of the problem.
 Recommend changes to departmental policies and procedures to improve support services provided to the customer.
 Provide recommendations to Supervisor regarding the resolution of recurring problems. Assist in the formulation of problem solving techniques for newly discovered issues.
 Maintain exceptional product knowledge as it relates to technical support. Remain knowledgeable of product and service offerings, current industry products and technologies.
 Handle additional projects and assignments as directed.
 Support other call center operations as needed including Recall and CRC calls. All projects must be supported following the proper procedures, customer service and expected SLA’s.


Education
 Minimum high school diploma required

.
Experience
 1-2 years of experience in a call center preferred.
 Previous experience supporting customers through phone and email preferred.
 Strong problem solving, troubleshooting experience.
 Experience or interest in working with technology, syncing up of systems is preferred.

Job Requirements

 Solid keyboard skills and experience using CRM software.
 Ability to type and speak at the same time.
 Fluent in English required. Also French or Spanish (written and spoken)* as needed.
 Exceptional verbal and written communication skills and ability to document troubleshooting
reference materials.
 Experience working in the automotive or wireless telecommunications industry is an asset.
 Strong computer and Internet skills.
 Strong Customer Service skills.
 Experience with and appreciation for electronic devices and computers.
 Willingness and ability to quickly learn new technology.
 Ability to troubleshoot for customers who are having difficulty with the implementation of the
new system.
Enjoys problem solving challenges in the ever-changing realm of technical support, and
solving technical problems from start to finish.
 Ability to advise and educate customers in a way they can understand. Possess patience to
work through technical issues with non-technical customers.
 Ability to learn quickly and eagerness to learn new problem solving techniques.
 Highly organized, detail oriented, and able to thrive in a fast paced, changing environment.
 Ability to work with minimum supervision, to multi-task, problem solve and to prioritize.
 Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve
goals.
 Ability to work in either office or home environment successfully.


Percepta is an Equal Opportunity Employer

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