Dealer eServices Supervisor

The Dealer eService Supervisor is responsible for the support of the Dealer Network and client with various IT needs, regarding but not limited to system access requests, manage Dealer administration requests, annual audits, IT troubleshooting and problem solving and Dealer eServices. The role manages various Dealer IT contact channels and supervises the team to provide a high level of service and assists employees with escalated concerns.

What We Offer:

• Vibrant Culture: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.
• Team Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.
• Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.

Your Responsibilities:

· Manage Dealer IT Helpdesk Team, including monitoring performance, upskilling, induction training and performance management

· Provide IT support to Dealers and internal employees to resolve queries by performing trouble shooting and problem solving skills

· Diagnose system data issues and escalate to relevant teams to ensure root cause is resolved

· Assist in special projects and participate in any other duties as requested

· Manage various communication channels

· Support Dealers and internal stakeholders who have issues with the interface files or with the data in the files

· Work with various stakeholders to correct any support issues and ensure root causes are fixed and preventative actions implemented

· Be the subject matter expert and work with the project teams, application teams and business on projects or launches that impact Dealers

· Be the system administrator and check & approve system access requests prior to approving them

· Either conduct or identify business leads to conduct user acceptance testing and assist and verify adequate testing is performed

· Work with internal stakeholders to create and maintain Knowledge Articles for new and existing applications

· Billing – Create & submit monthly Dealer Billing requests.

· Process Improvements – eg New Car Leads access now granted to DLRHD ag

What you bring:

Education

· Completed a tertiary qualification or equivalent in an IT field

Experience

· Minimum 2 years (preferably 4 years) of work experience in a business IT environment

· Minimum 2 years experience working in a business analytic environment

Minimum 1 year supervisory experience

Skills

· Ability to effectively communicate technical concepts to both technical and non-technical users

· Skilled at answering general questions and on-the-spot training to users on system software functionality.

· Ability to independently define and resolve issues with access to resources

· Skilled with developing guidelines and procedures.

· Demonstrate and maintain a positive, professional and pro-active attitude

· Works both autonomously and in a team

· Excellent verbal and written communication skills

· Able to identify, confirm and action customer requirements

· Detail oriented with strong organisational and time management skills

· Ability to build and maintain strong working relationships

· Strong analytical and problem solving skills

· Demonstrate initiative, enthusiasm, professionalism and flexibility

· Ability to relate to and deliver Percepta’s mission and global values

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