Remote Diagnostics Support Specialist

TeleTech Holdings, Inc.; Melbourne (FL); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

401(k)

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs

Employee Rewards Program

Job summary

Percepta in Melbourne, Florida, is seeking a Diagnostics Support Representative to provide level 1 technical support for automotive diagnostic scan tools and software for US and Canada clients. You will handle calls and emails, diagnose issues, and assist with warranty claims and remote diagnostics.

The role requires a HS diploma or GED and 3+ years in technical support; you’ll work in a team that values customer satisfaction and ongoing training through Percepta College.

Qualifications

• High School Diploma or GED, required.
• 3 or more years of technical support and troubleshooting experience and/or a degree in IT/IS or diploma in Automotive Technology

Responsibilities

• Handle inbound calls to troubleshoot and resolve customer issues related to basic system setup, troubleshooting software and hardware problems (including firewall/anti-spyware conflicts), and identifying the need for software license renewals.
• Respond to support requests submitted via email or web forms, ensuring timely and effective solutions.
• Provide remote PC control (e.g., Webex, LogMeIn) as needed to diagnose and resolve complex issues.
• Gather necessary information for warranty claims and coordinate with appropriate Ford contacts.
• Generate monthly reports detailing call metrics.
• Escalate complex or unresolved issues to TIS Support Hotline for timely resolution.
• Provide client with any patterns of trending or critical issues as soon as possible.

Skills

Technical support

Troubleshooting

Customer service

Education

IT/IS degree

Automotive Technology diploma

HS Diploma or GED

Job description

Percepta in Melbourne, Florida, is seeking a Diagnostics Support Representative to provide level 1 technical support for automotive diagnostic scan tools and software for US and Canada clients. You will handle calls and emails, diagnose issues, and assist with warranty claims and remote diagnostics.

The role requires a HS diploma or GED and 3+ years in technical support; you’ll work in a team that values customer satisfaction and ongoing training through Percepta College.