Automotive Customer Support Escalation Specialist

Job overview

Automotive Customer Support Escalation Specialist is a hybrid role based in Allen Park, MI, with onsite work Monday through Thursday at the Michigan Central Station office in Corktown and remote work on Fridays. Starting pay is $21.00 per hour. The role supports Percepta’s connected vehicle customer experience services. The specialist resolves complex customer issues involving connected vehicle hardware and software, manages cases through resolution, and coordinates with internal teams and external partners. Trend analysis, documentation, and process improvements help strengthen service quality and reliability.

What you'll do

• Provide technical assistance for escalated customer issues within service-level agreements
• diagnose hardware and software issues related to connected vehicle services
• use connected vehicle data to identify potential issues
• analyze support trends and root causes
• coordinate with internal stakeholders and external partners
• manage cases end to end and communicate updates
• improve support processes and maintain internal documentation
• escalate complex issues through appropriate tools
• monitor software issue patterns.

What we're looking for

Skills & competencies

automotive customer support

escalation specialist

connected vehicles

technical troubleshooting

hardware and software

case management

hybrid

allen park mi

percepta

$21 per hour

monday–thursday onsite

friday remote

40 hours weekly

Work arrangement

• Weekend coverage required

Benefits & perks

• Health, dental, vision, and life insurance
• FSA and HSA
• 401(k) with company match
• vacation and sick time
• paid holidays
• tuition reimbursement
• employee assistance program
• employee discounts
• training and development programs.

Why this role

Full-time, 40 hours per week; hybrid schedule with onsite work Monday through Thursday and remote work Friday; operating hours are 8:00 AM–8:00 PM ET, with individual hours varying within that window.

About the employer

Percepta is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.