Escalation Support Specialist
Job Summary
Working in a hybrid capacity, the full-time Escalation Support Specialist will troubleshoot and resolve complex technical issues related to connected vehicle services, acting as a point of escalation for customer concerns while collaborating with internal teams and external partners in Allen Park, MI.
Key responsibilities
- Provide expert-level technical assistance for escalated customer issues, ensuring timely resolution within defined service-level agreements (SLAs)
- Diagnose and resolve complex hardware and software issues related to connected vehicle services, collaborating with engineering and product teams
- Analyze support trends and recurring issues to identify root causes and contribute to improvements in service quality and reliability
Required qualifications
- A high school diploma or GED; additional education in automotive service or software technology preferred
- 3+ years of experience in engineering or technical support, ideally in a customer-facing or escalation-focused role
- Proficiency with help desk platforms and CRM systems such as Microsoft Dynamics or Salesforce
- Familiarity with incident and problem management tools (e.g., Jira, ServiceNow)
- Strong technical troubleshooting skills with the ability to resolve complex hardware and software issues
Complete Job Description
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