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Title:   Assistant Team Lead / Web Support Group
Inbound Operations
Full Time

Position Summary:   The 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, and 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.

The 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.  

Position Responsibilities:
  • 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
  • Demonstrate leadership
  • Mentor new team members

Support Management:
  • 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.
Be proactive.
Continually innovate and improve.
Execute with commitment, speed and quality.
Foster, embrace and reward a performance based culture 
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