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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