Pentana Solutions Pty. Ltd., a global company with its HQ situated in Melbourne, specialise in the development and supply of automotive software tailored to dealerships. Our current leadership position within the automotive IT industry stems from vast industry experience, technological knowledge and years of continual product development. With over 500 staff in 13 locations around the globe, our products and services extend to over 100 countries with over 50,000 daily users.
At the heart of our organisation, lays our R.I.TC.H principles – our cultural values we pride ourselves on - Respect, Integrity, Trust, Communication & Honesty. As a company, we recognise our people are our greatest asset; we value attitude as well as aptitude and provide opportunities to those who demonstrate the ability and drive to succeed in their role.
Requires reporting directly to the CS Level 2 ANZ Team Leader within CSC team, the role is responsible to effectively manage and support entire Pentana ERP solutions and associated product range to our customers.
THE ROLE
Key responsibilities include, but not limited to:
- Provide professional, polite and timely service to all internal and external customers
- Answer calls and address incidents delivered via phone and web.
- Call customers for follow up and closure of incidents.
- Assist customer with a handle time appropriate to the issue
- Assist and updates customers with a handle time appropriate with the issue
- Provide professional, polite and timely service to all customers, internal and external
- Answer calls and address incidents delivered via the Web
- Assist colleagues with issues including troubleshooting minor incidents with appropriate escalations.
- Provide the customer with regular updates on incidents based on the Incident Response Guidelines
- Triage and prioritize incidents accordingly
- Ability to communicate effectively with all level of end users
- Analyse recurring issues and report them to the team leader
- Report weekly on projects; meet service levels in line with Pentana Solutions standards
- Consistently meet Service Level Agreements
- Provide and properly document diagnosis and resolution of incidents
- Consistently manage own incident queue according to standard SLA and OLA, IRG and follow defined Customer Services Operating Procedures.
- Log all pertinent information such as but not limited to contacts, feedback, incidents, request for service & information, received via phone call, email or via our Incident Management System.
- Manage customer concerns, resolving conflict where required; negotiate a preferred outcome with customers to address concerns where required.
- Regularly updates incidents thru our Incident Management System with internal and external comments as required
- Compliance to appropriate incident assignment group
- Escalate to Team Leader or Manager when a target/incident is in danger of being breached.
- Create knowledge base articles
- Report daily activities when required especially during work from home
- General administration and ad-hoc projects when required.
WHO YOU ARE:
Professional;
- At least 3 years work experience in a Customer Support or relevant role
- Automotive industry experience is highly regarded
- In-depth knowledge in Accounting
- Experience in the following areas:
- Dealer Management System, ERP or similar software
- Customer Support or similar roles
- Service Now or similar Incident Management Systems
- Accounting Support
- ITIL experience or certification
- SQL knowledge or experience is a plus.
Personal;
- Excellent customer service and interpersonal skills
- Strategic and critical thinking mindset
- Possessing strong business acumen and excellent analytical skills
- Ability to work effectively within a team and autonomously
- Willing to work on rotating shifts and Philippines holidays
- Excellent work ethics – reliable, punctual, honest, self-motivated, responsible.
- Proactive and highly organised, with the ability to prioritise concurrent deadlines.
