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Job Description Job Summary The Help Desk Technician Level 1 serves as the primary point of contact for internal employees experiencing technical issues. This role is responsible for providing initial triage, troubleshooting, and resolution for basic hardware, software, network, and peripheral issues. The ideal candidate possesses strong problem-solving skills, excellent communication, and a passion for delivering exceptional customer service. Key Responsibilities • First-Line Support: Acknowledge, log, and triage incoming IT support requests via ticketing system, email, phone, and walk-ups., • Troubleshooting & Resolution: Diagnose and resolve basic technical issues involving Windows 10/11 operating systems, Microsoft 365 applications, printers, Wi-Fi connectivity, and hardware peripherals., • Identity & Access Management: Perform basic user account management tasks, including password resets, onboarding/offloading user accounts, multi-factor authentication (MFA) setups, and account unlocking within Active Directory., • Conference Room Support: Provide hands-on and remote support for conference room AV setups, specifically troubleshooting and maintaining Microsoft Teams Rooms (MTR) dedicated devices and displays., • Workstation & Remote Desktop Support: Assist users with local workstation connectivity and troubleshoot basic access issues within local computer and Remote Desktop (RDP) environments., • Hardware Maintenance: Provide basic physical hardware support, including installing desktop equipment and routinely replacing battery backups (UPS units) in office setups., • Escalation Management: Document troubleshooting steps clearly within tickets and efficiently escalate unresolved, complex issues to Level 2/3 technicians or systems administrators., • Documentation & Inventory: Maintain accurate inventory records for IT hardware and software assets. Create clear, step-by-step user manuals, "How-To" guides, and internal process documentation for routine IT workflows to build out the IT knowledge base. Technical Qualifications & Skills Required: • Operating Systems: Solid understanding of Windows 10/11 environment diagnostics., • Software & Remote Environments: Experience supporting Microsoft 365 suite (Outlook, Teams, Word, Excel, OneDrive) and familiarity connecting to Remote Desktop environments., • Hardware & AV: Familiarity with desktop/laptop components, docking stations, network printers, mobile devices, and dedicated Microsoft Teams conference room hardware., • Ticketing Systems: Basic familiarity with IT Service Management (ITSM) ticketing workflows (e.g., Jira Service Desk, ServiceNow, Freshservice, or similar). Preferred (Plus): • Basic exposure to Active Directory (AD) users and computers or Microsoft Entra ID., • Familiarity with endpoint security agents (antivirus, VPN clients)., • Understanding of basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting). Soft Skills & Core Competencies • Customer First Mindset: Exceptional patience, empathy, and a positive attitude when dealing with frustrated users., • Communication: Ability to translate complex technical jargon into clear, easy-to-understand instructions for non-technical employees., • Dependability: Strong time-management skills with the ability to prioritize tickets in a fast-paced environment., • Thirst for Learning: A proactive drive to expand technical skills and shadow senior team members. Education & Experience Requirements • Experience: 0–2 years of experience in an IT support, customer service, or call center environment., • Education: High School Diploma or equivalent required; Associate’s degree in Computer Science, Information Technology, or related field is a plus., • Certifications (Optional/Preferred): CompTIA A+, Network+, or Microsoft Fundamentals certifications are highly desirable. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand for extended periods of time, and to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to taste or smell. The employee is occasionally required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Lucta/FFS not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

Job DescriptionWe are looking for a Customer Service Representative to support parts-related technical inquiries for the dealer network and internal teams in New Jersey. This contract opportunity with potential for a permanent role is ideal for someone who enjoys combining customer service with problem-solving in a fast-paced call center setting. The person in this role will serve as a key point of contact for technical questions, order-related concerns, and product investigation follow-up while maintaining accurate documentation and a high-quality customer experience. Responsibilities: • Respond to inbound inquiries from dealers and internal stakeholders regarding parts, providing clear and timely technical support., • Manage product inspection cases for the North American market from initial intake through final resolution, coordinating with warehouse and support teams to ensure closure., • Track newly released parts and confirm correct application details to help maintain accurate support guidance., • Examine parts-related communications and technical notices when requested to help verify accuracy and relevance., • Record customer interactions, requests, and outcomes in the designated call tracking system to support visibility and follow-up., • Prepare and maintain recurring operational reports on a daily, weekly, and monthly basis., • Partner with internal teams, including special order support, to resolve complex parts questions and service issues efficiently., • Participate in training, coaching, safety activities, and continuous improvement efforts that support team performance and service quality.• High school diploma required; an associate or bachelor’s degree is preferred., • At least 3 years of experience in a call center or customer service environment., • Previous exposure to parts technical support or automotive parts operations is preferred., • Ability to handle inbound customer contacts effectively while managing multiple priorities., • Experience with customer service, order entry, and documenting cases in a call logging or service platform., • Strong verbal and written communication skills with the ability to explain technical information clearly., • Self-directed approach to work, sound judgment, and commitment to confidentiality and detail-oriented conduct.

Job DescriptionRequisition Title: Bilingual French Customer Support Representative (Volvo Car USA) (04BHF) US-NJ-MahwahDescription At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Bilingual French Customer Service Representative (supporting Volvo Car USA) working in Mahwah, NJ, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions. What You’ll Be Doing The Bilingual French Customer Service Representative provides world-class customer service by dispatching tows and roadside providers to customers, resolving customer complaints, and addressing questions regarding their vehicles. The representative also presents Volvo Car USA to its owners in a professional, caring manner. During a Typical Day, You’ll • Coordinate towing and roadside services for owners, • Provide the highest level of customer support through omnichannel solutions (voice calls, emails, chat, and SMS), • Answer questions for Volvo Car owners and prospects about product purchases or familiarization, • Handle customers who contact Volvo to facilitate the resolution of their issues, • Make all reasonable efforts to ensure customer satisfaction, • Escalate unresolvable or beyond the scope of authority issues to senior team members, • Responsible for proper documentation and coding in Volvo's proprietary software, • Advise Customer Care Center Manager, Supervisor, Team Leader, and/or appropriate Field Manager of any trends or concerns with customer handling, or product/service-related issues for action, • Complete additional tasks/projects as needed What You Bring to the Role • A high school diploma is required, • Bilingual in French and English is required; must be able to pass written and oral assessments in both languages, • A minimum of one (1) year of previous customer service call-handling experience, • A genuine interest in providing excellent customer service, • Experience working with a fast-paced and dynamic team, resolving challenges optimistically, • Roadside dispatching or emergency call response experience is preferred, • Experience working both independently and in a team environment, • Independent work experience, including using logic and intuition to reach appropriate conclusions, • Excellent written and oral communication skills required, • Excellent communication skills; Passionate, confident, and comfortable over the phone or through emails, text, or other forms of written communication, adapting communication style to fit the style of others, • Speed and accuracy when typing, • Ability to diagnose issues quickly and resolve them with patience and empathy, • A broad knowledge of the automotive business is preferred, • A strong, professional, and polished customer focus, awareness, and sensitivity, with the ability to gain the trust and respect of colleagues and customers, • Excellent decision-making skills, • Ability to work well under pressure, • Ability to analyze data, track trends, and retrieve relevant information to complete a task What You Can Expect • Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium), • Health/Dental/Vision/Life Insurance, • Flexible Spending Account (FSA) and Health Savings Account (HSA), • Traditional 401(k) Plan, • Vacation/Sick Time and Paid Holidays, • Tuition Reimbursement, • Employee Assistance Program, • Employee Discount Program, • Training and Development Programs (Percepta College), • Award-winning Employee Rewards Program (Perci Perks) A Bit More About Your Role • Full-time, Permanent (40 hours a week), • Equipment is provided, • Paid training (Monday - Friday, 8:00 AM - 5:00 PM ET for approximately 7 weeks) The center hours of operations are 6 am to 9 pm, 7 days a week. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: • 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 where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

Job DescriptionRequisition Title: Call Center Team Leader - Supporting Volvo Cars (04CD3) US-NJ-MahwahDescription At Percepta, we bring first-class service across each market we support. As a Team Leader in Mahwah, NJ, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing The Volvo Tier 1 Team Leader is responsible for leading, coaching, developing, and motivating the Roadside team by responding to questions, providing guidance and direction, and demonstrating excellent leadership and interpersonal skills. The Team Leader ensures efficient performance of the team to provide world-class customer service by dispatching tows and roadside providers to customers, resolving customer complaints and addressing questions regarding their vehicle and more. Represents Volvo Car USA to its owners in a professional, caring manner. During a Typical Day, You’ll · Supervises team of associates to maintain strong teamwork and customer service levels · Reviews ACD data to monitor the length of time customers remain on hold and takes corrective action to insure service levels are maintained · Answers questions and recommends corrective services to address customer complaints · Monitors productivity and performance of representatives and provides feedback, coaching, and instruction as necessary to improve performance · Monitors case activity in the system to ensure proper handling and adherence to policies and procedures · Researches possible resolutions and/or redirects issues when appropriate · Prepares performance evaluations and participates in discussions around performance standards · Maintains complete knowledge of telecommunications capabilities and associated software applications · Applies work procedures, supervises work schedules adherence, and expedites workflow · Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives · Manages and participates in project development What You Bring to the Role · High school diploma required - College degree preferred or equivalent work experience required · 1-3 years of relevant work experience What You Can Expect · Health/Dental/Vision/Life Insurance · Flexible Spending Account (FSA) and Health Savings Account (HSA) · 401(k) · 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) A Bit More About Your Role · Bilingual English and Spanish preferred, but not required · Roadside dispatching or emergency call response experience is preferred · Excellent knowledge of customer service - this is generally acquired through a combination of education (college degree) and at least 2 years of experience. · Excellent written and oral communication skills required · Proficient with use of technology, systems, and software · Ability to utilize a PC to communicate with others · People-oriented and great at building relationships · Broad knowledge of the automotive business preferred · Works independently using both logic and intuition to reach appropriate conclusions · Displays a strong customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customers · Makes appropriate decisions and exhibits sound judgment · Listens to others and respects differences of opinion · Analyze data, track trends, and retrieve relevant information to complete a task Other · Flexible schedule as this program is a 24/7/365 operation · Bilingual premium is $2.00/hr for anyone who is approved to utilize an additional language skill for the program (this is paid in addition to the base salary and is only applicable while approved to use the skill for the position) Direct Reports · Approx. 8 per Team Lead – Volvo Tier 1 Representative About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: • 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 where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

Call Center / Remote] - Anywhere in U.Comprehensive Benefits Package - As a Customer Service Representative, you will: Provide exceptional customer service to clients and assist with any inquiries or concerns they may have; Handle a high volume of incoming calls and emails in a timely and profession

Call Center / Remote] - Anywhere in U.Up to $57,800-yr / Medical-Vision-Dental-Pet-Life-Disability / 401K employer match / Generous PTO / Tuition assistance - As a Customer Service Representative at Premera Blue Cross, you will: provide excellent customer service to clients via phone and email, reso

Competitive Pay & Benefits / Flexible Schedule / Career Growth / Meaningful Impact - As a Call Center Representative (CSR) at Wellcove, you will: Provide excellent customer service via phone and email; Respond to customer inquiries and resolve issues in a timely and professional manner; Maintain acc

Job DescriptionRequisition Title: Tier I Volvo Frontline Support Representative (04AES) US-NJ-MahwahDescription At Percepta, we bring first-class service across each market we support. As a Tier 1 Volvo Frontline Support Representative in Mahwah, NJ, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing The Volvo Tier 1 Frontline Support Representative provides world-class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the Representative ensures customer satisfaction through a professional, caring approach always. During a Typical Day, You’ll · Coordinate towing and roadside assistance for Volvo car owners. · Deliver high-quality customer support via inbound and outbound voice calls, emails, SMS, and chats · Navigate systems efficiently to provide accurate, timely, and courteous manner · Document and all customer interactions in the appropriate systems · Assist customers with product-related inquiries using all available resources · Take ownership of resolving customer issues within authority, ensuring customer satisfaction · Escalate complex issues to Tier 2 support or management when necessary What You Bring to the Role Education · High School diploma required, College degree a plus Experience · 1-3 years of relevant call center/customer service work experience preferred Skills · Roadside dispatching or emergency response experience preferred · Ability to work both independently and as part of a team · Strong decision-making skills, using logic and intuition · Excellent organizational skills · Excellent communication skills, both written and verbal · Comfortable communicating via phone, email, text, or other written forms, adjusting style as needed · Creative problem-solving and troubleshooting abilities · Speed and accuracy in typing What You Can Expect · Total of $21.00 per hour. · The facility is inviting, with a coffee bar, a gym, a cafeteria, and great work culture. · Health/Dental/Vision/Life Insurance · Flexible Spending Account (FSA) and Health Savings Account (HSA) · 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) Additional The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office. The hours of operation are 6 am to 9 pm, 7 days a week. Full-time hours are available. Seeking associates who are flexible between 6 am and 9 pm, 7 days a week, for a full-time 40 hour work week. Next training date is estimated to be April 13, 2026. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: · 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 where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process. #LI-onsite

Competitive Pay / Health benefits paid for employees / 401(k) matching / Flexible Paid Time Off Policy + 11 Paid Holidays / Paid parental leave / Learning and development allowance - As a Call Center Representative, you will: Provide outstanding customer service by answering incoming calls and assis