Bilingual (French/English) Tech Hotline Specialist

Do you enjoy working with I-pods, cell phones, and Bluetooth technology?

 

Then we have the PERFECT JOB for you!!!



Percepta, a joint venture between Ford Motor Company and TeleTech, has a French bi-lingual Technical Helpdesk position available at our Dearborn, MI location.

SYNC, is a collaboration between Ford and Microsoft. A module in Ford and Mercury vehicles, when paired with Bluetooth-enabled cell phones, will allow hands-free, voice activated cell phone conversation. Other electronic devices such as MP3 players, I-pods, and Zunes can be voice operated as well.

 As our new French Bi-lingual Technical Helpdesk Support you will be responsible for providing U. S. and Canadian retail customers and dealers with prompt and efficient technical support in a professional manner, including answering incoming calls for technical customer service support, meeting defined metrics, documenting incoming calls, and replying to incoming e-mails concerning technical issues.

These positions offer competitive pay, bi-lingual pay premium, paid vacation and sick benefits, medical, dental, vision, 401K and more!


Job Responsibilities:

 Receives phone calls from customers or dealers regarding SYNC technologyResponds to emails using escalation process. Assists customer through a combination of existing technical knowledge, Sync-specific knowledge acquired through training, and use of available tools Uses own knowledge base, diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues; consulting with Engineering team members as necessary.  Determines the appropriate route for escalating complex issues based on the type of expertise required. Follows up with the customer if required, to ensure the resolution of the problem. Participates in daily information exchange with Tech Hotline, Engineering and Tier I agents Employs customer satisfaction tools according to guidelines. Use troubleshooting techniques and tools to accurately identify problems and applies the most effective solution for identified problems.

 

Qualifications:



· Technically savvy with willingness and ability to quickly learn new technology preferred

· Experience working in the automotive or wireless telecommunications industry an asset

· Exceptional verbal and written communication skills and ability to document troubleshooting reference materials.

· Experience with and appreciation for electronic devices and computers. Strong computer, Internet and technical skills. Strong Customer Service skills.Ability to troubleshoot for customers who are having difficulty with the implementation of the new system. Enjoys problem solving challenges in the ever-changing realm of technical support, and solving technical problems from start to finish.Hardware troubleshooting skills. Ability to advise and educate customers in a way they can understand.  Possess patience to work through technical issues with non-technical customers.Ability to learn quickly and eagerness to learn new problem solving techniques. Highly organized, detail oriented, and able to thrive in a fast paced, changing environment Ability to work with minimum supervision, to multi-task, problem solve and to prioritize. Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals.

 

If you are a highly motivated team player with a positive attitude and a passion for technical helpdesk support then we want you to join our team!

 

 All qualified candidates please apply online with your resume (in Word format please) and salary requirements. No phone calls please!

 

EOE M/F/D/V

To apply online, please use the following link:
Apply to Percepta