Escalation Support Specialist (Automotive Customer Support)
TTECVerified company
Dearborn, Michigan, United States
Pay
Not listed
Job type
Full-time · On-site
Hours
US hours
Location
Dearborn, Michigan, United States
Open to people in the United States
About the role
This is a full-time hybrid escalation support role for connected vehicle services in Dearborn, Michigan, requiring on-site work Monday through Thursday. It involves resolving complex technical customer issues, managing cases end to end, and collaborating with engineering and external partners.
What you'll do
- Provide expert-level technical assistance for escalated customer issues
- Diagnose and resolve complex hardware and software issues
- Use connected vehicle data to identify and address potential issues
- Analyze support trends and contribute to KPIs and reports
- Manage end-to-end cases and communicate updates
- Collaborate with internal teams and external partners
- Escalate complex issues through Jira, ServiceNow, Teams, or Webex
- Improve support processes and knowledge base documentation
What you'll need
- High school diploma or GED
- 3+ years in engineering or technical support
- Proficiency with help desk platforms and CRM systems
- Familiarity with incident and problem management tools
- Strong technical troubleshooting skills
- High emotional intelligence
- Adaptability in fast-paced environments
- Exceptional communication and interpersonal skills
Skills
Benefits
About TTEC
TTEC is a global customer experience technology and services company. Its Cairo site (Maadi) hires multilingual customer service and sales representatives in English, French, German, Italian, Spanish, Portuguese and Dutch for European and global clients.
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