Diagnostics Support Representative

About the role

As a Diagnostics Support Representative in Melbourne, Florida, you’ll 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 is delivered via calls, email, or other communication methods.

Responsibilities

• Handle inbound calls to troubleshoot and resolve customer issues related to basic system setup, software and hardware problems (including firewall/anti-spyware conflicts), and 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.
• Communicate any patterns of trending or critical issues to the client as soon as possible.

Requirements

• 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.
• Strong leadership and cognitive skills.
• Decision-making and problem-solving experience.
• Ability to handle 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.

Benefits

• Competitive Salary with Incentives.
• Health, Dental, Vision, and Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) retirement plan.
• 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).

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty across the globe. Delivered in multiple channels and languages, we bring first-class service to each market we support. Our values are the heartbeat of our organization:

• 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 committed to building a diverse and inclusive workforce that respects and empowers global teams. We strive to reflect the communities we serve by delivering not only amazing service and technology but also humanity. We ensure all employees feel valued and comfortable being their authentic selves at work.