Technical Specialist - EU CX Hub

Teletech
United Kingdom
Workplace: OnsiteFull timeFunction: OtherSkills: ["Analytical and problem-solving","Communication","Stakeholder management","Trend analysis","Collaboration"]

Act as the central technical authority for European automotive issues in a CX hub. You’ll support complex vehicle case management, monitor and resolve high-value escalations, and drive technical recommendations across teams. Handle escalations via Salesforce, JIRA, and ModProg tickets, collaborate on aged case meetings, and analyze case data to surface emerging concerns. Contribute to technical bulletins and onboard agents to improve first-contact resolution.

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FursaFursa
Teletech
Teletech
7 hours ago

Technical Specialist - EU CX Hub

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Act as the central technical authority for European automotive issues in a CX hub. You’ll support complex vehicle case management, monitor and resolve high-value escalations, and drive technical recommendations across teams. Handle escalations via Salesforce, JIRA, and ModProg tickets, collaborate on aged case meetings, and analyze case data to surface emerging concerns. Contribute to technical bulletins and onboard agents to improve first-contact resolution.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time · Permanent

Key Responsibilities

  • •Provide expert support to CX/DX specialists on complex vehicle and technical concerns, monitoring cases to ensure resolution.
  • •Manage technical actions within Salesforce and other support platforms, including reviews of high-value and complex claims.
  • •Handle technical escalations by raising and managing JIRA tickets and creating ModProg tickets for IDS and software concerns.
  • •Serve as escalation point for complex vehicle line-specific issues and collaborate with investigators, DSP teams, technical hotlines, and engineering teams.
  • •Analyze technical case data to identify emerging concerns and produce weekly dashboards; develop and distribute technical bulletins and onboarding sessions.

Key Requirements

  • •Proven experience working for a vehicle manufacturer or franchised automotive dealership.
  • •Strong technical and mechanical automotive background with experience diagnosing complex vehicle concerns.
  • •Ability to interpret technical information and translate it into practical solutions.
  • •Associate Degree, Bachelor's Degree, or equivalent relevant work experience.
  • •Customer-focused mindset and strong communication skills for stakeholder management.
Experience:Automotive
Skills:Analytical and problem-solvingCommunicationStakeholder managementTrend analysisCollaboration
Tech Stack:SalesforcePegaJIRASharePointMicrosoft OfficeMicrosoft TeamsOutlook

Company Brief

Teletech
Provides customer experience (CX) technology and services, including contact center operations, digital consulting, and cloud-based CX platforms to help enterprises improve customer engagement and operational efficiency.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Englewood, United States
Founded: 1982
WebsiteLinkedIn