Diagnostics Support Representative

Job Description

Job Description

Requisition Title: Diagnostics Support Representative (04EA7)
US-FL- MelbourneDescription

Diagnostics Support Representative

At Percepta, we bring first-class service across each market we support. As a Diagnostics Support Representative in Melbourne, Florida , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing

The Diagnostics Support Representative will provide level 1 technical support through effective troubleshooting and problem solving for our client’s automotive Diagnostic Scan Tools and Diagnostic Software to after-market customers in the US and Canada. Support can be provided via calls, email or other methods of communication.

During a Typical Day, You’ll
• 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.

What You Bring to the Role
• 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

What You Can Expect
• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

A Bit More About Your Role
• Strong leadership and cognitive skills
• Decision-making and problem-solving experience
• Ability to take escalated or complex calls from customers
• Strong problem-solving skills, attention to detail, and the ability to work independently or as part of a team
• Excellent verbal and written communication skills, with a focus on customer satisfaction
• Computer knowledge, including using email, spreadsheets, and messaging systems

About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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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.