Percepta

Customer Support

• Review sales contracts for accuracy, with data entry in salesforce.
• Provision new products to customer account.
• Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions as needed
• Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team and Support Engineering
• Capture customer support issue trends and report to management
• General troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support as needed
• 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 requests 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
• Interact with Business Partners as needed including keeping abreast of anticipated program launches and changes
• 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

Bilingual Customer Support Representative

• Review sales contracts for accuracy, with data entry in Salesforce.
• Provision new products to customer account.
• Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions as needed.
• Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering.
• Capture customer support issue trends and report to management.
• General troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support as needed.
• 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 requests as required by process and provide a high level of customer satisfaction.
• Look for opportunities to improve turnaround time to customers.
• Identify trends and report out on business improvement opportunities.
• Interact with Business Partners as needed including keeping abreast of anticipated program launches and changes.
• 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.