• Troubleshoot and resolve managed services break/fix support issues at the senior level within the given SLA’s, helping clients to minimize their business disruptions. • Review inbound cases • Actively follow-up on and track updates on work from clients and internally • Ensure progression of activities and communicate status • Escalate issues as needed • Understand requirements for enhancement requests, author FDD documents and document requirements and Dynamics solution in Azure Dev Ops (ADO)/Client Care ticketing system • Provide solution training to clients and internal team members • Maintain comprehensive documentation of support cases, resolutions, customizations, facilitating knowledge sharing within the team and with client. • Ensure all cases are updated and status communicated • Coordinate with other internal teams to maintain broad view of overall customer efforts and initiatives • Lead client Status calls weekly to share updates and align on priority • Assist in project delivery work as required • Manage clients' implementations and environments, including • Routine Microsoft one-version update coordination • Code deployment oversight • Responsible for delivering specific dedicated internal strategic initiatives – including process design, documentation, resource planning, sales activities, and status reporting • Complete quarterly Client Care initiatives • Keep up to date with the latest D365 F&SC updates, patches, and emerging features, and make recommendations for system improvements and enhancements to clients • Mentor associate team members • Should be open to work in different shifts (time zones) as needed

• Drive strategic planning and execution to protect and expand FICO® Score market share within the auto industry ecosystem. • Develop multi-year growth strategies with detailed industry segmentation and market positioning to optimize go-to-market effectiveness. • Lead cross-organizational auto industry initiatives and high-impact projects. • Serve as primary strategic advisor to the VP of Auto, delivering critical industry insights to the FICO® Scores Leadership Team. • Build and maintain C-level relationships with Auto Lenders, Dealers, and Solution Providers to position FICO® Scores as the industry standard. • Establish trusted advisor status with key clients and industry influencers by aligning FICO solutions with their strategic business objectives. • Generate actionable market insights and develop scalable competitive analysis to inform pricing strategies and market positioning. • Provide thought leadership through client engagements, industry events, and strategic presentations. • Resolve complex client and solution challenges through strategic recommendations on contracting, pricing, and service delivery. • Partner effectively with internal stakeholders and functional teams from solution development through successful deal closure.

• Join OneTouch Direct as a Billingual Remote Client Support Agent. • Assist clients by providing timely and effective responses to their questions and concerns. • Ensure customer satisfaction through excellent communication and problem-solving skills. • Respond to incoming customer inquiries via phone, email, and chat. • Demonstrate a thorough understanding of our products and services to effectively address client needs. • Provide solutions to problems while ensuring a positive customer experience. • Maintain accurate documentation of all client interactions. • Work collaboratively with team members to continuously improve service delivery.

• Frontend and backend event software configuration, including seat map, pricing, ticket fees, ticket design and layout, special offers, confirmation email, sales flow and special promotions • Software maintenance, report configuration and execution • Manage multiple projects, including but not limited to season ticket renewal, season ticket printing, invoicing, and single ticket on-sale events • Train box office staff on ticketing software • Act as a liaison to a host of Tickets.com departments, including call centers, and web operations • Work with other departments in rollout of new products for clients, including MyTickets, MyProVenue and Campaign Creator • Exercises independent thought and judgment when dealing with client and user requests and resolution of issues • Consults with users and provides intellectual information regarding the ProVenue application • Performs systems tests, analysis, and configuration to ensure system is in excellent running order • Proactively review and share details of product enhancements and release notes with the client, drawing upon specific, relevant use cases • Assist client in operating the ticketing system including initial training and ongoing support for box office, accounting staff, and management • Provide ongoing client support to assigned client base • Advise client on how to best use ticketing system to meet their business needs. • Promote Tickets.com features, functionalities, including but not limited to 3rd party offerings • All other duties as assigned