Remote Automotive Diagnostics Support Specialist

Percepta LLC; Melbourne (FL); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training & Development

Percepta College

Job summary

Percepta is seeking a Diagnostics Support Representative in Melbourne, Florida to provide level 1 technical support for automotive Diagnostic Scan Tools and Software to US/Canada customers, delivering prompt troubleshooting and excellent customer experiences. You will handle calls, emails, and remote support, and assist with warranty claims as needed.

You will generate monthly metrics, escalate complex issues to the appropriate team, and contribute to Percepta's culture of service and

Qualifications

• High School Diploma or GED required.
• At least 3 years of technical support and troubleshooting experience, or an IT/IS degree or automotive technology diploma.

Responsibilities

• Provide level 1 technical support for automotive diagnostic tools and software via calls, email, or other channels.
• Troubleshoot hardware and software issues, including license renewals.
• Provide remote PC control (e.g., Webex, LogMeIn) to diagnose and resolve issues.
• Gather information for warranty claims and coordinate with Ford contacts.
• Generate monthly call-metrics reports.
• Escalate unresolved issues to the TIS Support Hotline.
• Identify patterns of issues and communicate critical trends promptly.

Skills

Technical support

Troubleshooting

Customer service

Education

High School Diploma or GED

IT/IS degree or Automotive Technology diploma

Tools

Webex

LogMeIn

Job description

Percepta is seeking a Diagnostics Support Representative in Melbourne, Florida to provide level 1 technical support for automotive Diagnostic Scan Tools and Software to US/Canada customers, delivering prompt troubleshooting and excellent customer experiences. You will handle calls, emails, and remote support, and assist with warranty claims as needed.

You will generate monthly metrics, escalate complex issues to the appropriate team, and contribute to Percepta's culture of service and