Skip to primary content
Skip to secondary content
Creating customer loyalty
Return to Percepta.com
Assistant Team Lead / Web Support Group
Web Support Group (WSG)
is a team housed in the Melbourne Universal Marketing Group within the Client Business Assistance Center (BAC). This team provides technical and navigational support for various web-based systems through FMCDealer.com, and MCDistributor.com to U.S. Client dealers. The WSG supports many applications found on other technical sites as well, providing a valuable service to the Client Partners and aiding in the support of vehicle sales across the network.
Assistant Team Lead
is responsible for providing live support and knowledge based coaching for Business Analysts as well as assisting the Team Leader with handling escalation requests and managing overall team performance metrics. The Assistant Team Lead provides backup support to the Team Leader and maintains a work schedule necessary to ensure continuous support for the team during regular business hours. The Assistant Team Lead is a subject matter expert in business process and requirements and is recognized as a key liaison with management.
Respond to requests for technicial assistance via phone and electronically
Diagnose and resolve issues with online applications
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desl interactions
Redirect problems to approprate resources
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Stay current with system information changes and updates
Identify and report all concerns regarding the programs to the Team Leader as necessary
Provide accurate information
Meet or exceed all performance scores for key metrics
Complete training courses as directed by Operations and/or training
Support teammates with problem resolution
Keep skills fresh by seeking appropriate practical applications as outlined by Team Leader
Support Team of Business Analysts:
Work to resolve supervisor escalations as appropriate
Monitor analysts and participate in the coaching process
Provide direction/correction to the Business Analysts as necessary to ensure program objectives are maintained
Handle the Analysts with patience and respect, while motivating team to drive efficiency and improve processes
Uphold Percepta Core Values in all interactions with others
Serve as a role model to the Business Analysts in professionalism, information accuracy, dependability and timeliness
Mentor new team members
Monitor and maintain performance objectives; ensure the Business Analysts are properly supporting the required goals
Act as a liaison with internal business partners when applicable
Assist with new program launches as needed
Support Quality Assurance for monitoring of technical content of calls
Understand, adhere to, and support, all Percepta and internal Business Assistance Center – ISO and Quality systems and initiatives
Escalate concerns as appropriate; identify Call Center problems and bring to the attention of appropriate Supervisor or Manager
Complete additional tasks / projects as needed
Proactively identify process improvements and best practices for the program/team
Develop and maintain professional working relationships
Adhere to and enforce all Percepta Policies and Procedures
Drive transparency with managers
Excellent customer service ability
Displays professionalism and a positive attitude
Ability to effectively communicate with customers, managers, and co-workers
Strong oral and written communication skills
Team building skills and ability to work with others
Leadership and Mentoring skills
Time management and organizational skills
Reliability and Honest
Ability to multi-task and adaptable
Good listening skills.
Ability to pick up new things quickly
Good problem solving, planning and organizing ability
Good analytical skills
High stress tolerance
Minimum 6 months experience in technical troubleshooting/analyzing complex technical problems
Knowledge and experience of customer service practices required
Previous helpdesk support experience preferred
Excel, Word, and Outlook demonstrated proficiency required
Typing Speed of 30 WPM or more required
Hours and days of operation vary with the Program
This Program is open on most holidays
High School Diploma required
College Degree or equivalent work experience preferred
What We Offer
Health benefits for full time employees including Medical & Dental coverage.
Paid time off.
Discounts on new vehicle purchases.
Discounts with local businesses and for entertainment venues.
Outstanding employee recognition programs and events.
As a Percepta employee, you will experience a work environment that is built on a foundation of the following values:
Treat people with dignity and respect.
Demonstrate integrity in the way we conduct business and treat each other.
Promote effective teamwork and open communication.
Continually innovate and improve.
Execute with commitment, speed and quality.
Foster, embrace and reward a performance based culture
If you need reasonable accommodation to complete the on-line application, please contact the Human Resources Department.
©2015 Findly, All Rights Reserved |
Powered by Findly