This is Work On site in Shaw, Mandaluyong and Night Shift schedule. This role is a combination of client onboarding (for a software) and Technical support. 

POSITION SUMMARY:
Responsible for the review and resolution of client issues, which may be reported via a client portal, email, online chat, or other means. Administer case set-up and order processing for a variety of clients

1. Complete cases and order fulfillment daily according to department policies or Implementation
Services Level Agreement.
2. Prioritize daily work using department rules and accept work overflow when needed.
3. Communicate with dealers/vendors using phone and email.
4. Ensure and provide quality service to both internally and externally.
5. Seek assistance for unresolved client issues from designated associate(s).
6. Stay current with product information, changes, and updates.
7. Record client interactions in the ticketing system to include: questions, concerns, action taken, and
next steps needed.
8. Serve as a backup for the Support and Reconnections team; including but not limited to assisting with
Dealer Onboarding, Feed approvals, lagging data, and Admin changes as needed.
9. Complete orders/cases tickets for all Manual and Automatic DMS providers, including but not limited
to, CDK, Reynolds & Reynolds, and DealerTrack.
10. Set processing for data to import and complete initial QC.
11. Engage dealerships in advising of any requirements needed to complete set ups in Authenticom and
DealerVault.
12. Train dealerships on how to export data for manual DMS programs.
13. Identify and share areas for process/product improvements.

o A minimum of three (3) years in customer contact or customer service.
o *Will consider other acceptable equivalent combination of experience and training