Role Description We are looking for a Technical Support professional to manage high-impact customer incidents and coordinate timely resolution across global teams. This role will act as the central point of contact during critical service disruptions, ensuring effective communication with stakeholders and maintaining high customer satisfaction. Key Responsibilities - Manage and coordinate critical customer escalations in a global environment - Act as the single point of contact for high-severity incidents - Collaborate with cross-functional teams to ensure timely issue resolution - Provide regular updates to customers and internal stakeholders during incidents - Track incident progress and ensure accountability across teams - Maintain incident documentation and reporting - Provide weekend or off-hours support when required Qualifications - 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations - Proven experience supporting enterprise-level customers in English and at least one of the following languages: Mandarin, Korean, or Japanese - Strong written communication skills in English and proficiency in Global Mandarin, Korean, or Japanese - Comfortable collaborating with global teams across multiple time zones to deliver timely and effective resolutions - Demonstrates a strong sense of ownership, accountability, and responsibility - Able to perform effectively under pressure while meeting strict SLAs - Capable of handling challenging customer situations with professionalism and composure Working Arrangement - 9 working hours per day, inclusive of lunch break - 4 weekdays and 1 weekend shift per week - Employees may be required to observe the public holidays of the supported country (e.g., Japan or South Korea), depending on project assignment Company Description Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers.

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Technical Customer Care Specialist I Management Level Individual Contributor Flexible Work Option Can work remotely but need to live in the specified city, state, or region Travel % No Work Shift Variable Compensation Hourly base pay rate is $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Job Description This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations: 6405 Metcalf Ave Bldg #3 Suite 400 Overland Park, KS 224 Valley Creek Blvd Suite 400 Exton, PA 1 Howard St. Burlington, VT 6305 Peachtree Dunwoody Rd. Bldg B Atlanta, GA 13693 S. 200 W Draper UT Summary: Provides technical customer support to ensure that all customers are satisfied with the products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations. This position-must be able to work any shift during business hours. Shift Schedule: - Each employee will be scheduled based upon business need, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational Saturdays 8am-5pm CST The Technical Customer Care Specialist I will: - Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues - Will be responsible for routine customer questions relating to product usage within VinSolutions support - Provide support for technical issues relating to the Cox Automotive suite of products - Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards Your role: - Handle routine customer questions relating to product usage - Provide technical support on issues through to resolution - Maintains expert-level knowledge of line of business processes and procedures - Accurately log all customer information in the CRM tool - Facilitate communication to other departments as needed to resolve client concerns - Communicate with key stakeholders to identify and resolve inquiries. - Provide proper follow- up to ensure customer is kept apprised of the issue status Minimum Qualifications: - High School Diploma/GED - Generally, less than 2 years of experience - Ability to troubleshoot and document issues related to system performance and functionality. - Excellent communication skills (Verbal and Written) - Strong problem-solving/troubleshooting skills - Strong interpersonal skills and attention to detail - Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours - Ability to work independently as a team to deliver on individual and business goals What We Look For (Preferred): - Displays strong dependability and reliability. - Ability to handle multiple, competing priorities and deliver results in a fast-paced environment. - CRM case logging/Salesforce experience - Experience with interaction distribution systems such as Genesys Pure Cloud. - Automotive industry knowledge. Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. Benefits Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

• You ensure our platform is technically integrated cleanly and correctly for our customers • You work on integrations, data structures and API connections • You ensure systems operate stably together • You work closely with our tech team • You use modern AI tools to make technical implementation work faster, more efficient and more scalable • You configure and validate integrations between different systems • You analyze data flows and ensure they run reliably and cleanly • You document implementations and technical workflows • You work closely with Engineering and Customer teams to successfully deliver implementations

You know that feeling you get when you open up your email and read “you’ve been there for us every step of the way. The day all this kicked off is the day we realized value.” Goosebumps, I tell you! The phrase “exceeding customer expectations” doesn’t come closer to expressing how meaningful this is to you, and that’s why Expel would love to meet you. Do you take team management and customer ownership to heart and will you move mountains to ensure your customers are happy? Sure, there are mechanics like setting good expectations and keeping in touch on a regular basis, but the magic you’ve learned has more to do with active listening and conjuring solutions to problems your customers couldn’t figure out how to articulate in the first place. We believe it’s important to "meet our customers where they are," whatever that might entail based on where they'd like to take their security. You help us achieve exactly this. A rich background with security technology and understanding of security operations will be invaluable as you form the bridge between our SOC and our customers. A penchant for throwing down the ideal meme at the right time in a shared Slack channel will earn you bonus points. And your ability to take everything you hear and make other parts of our business better will ensure you remain an invaluable member of our team. If any of this resonates, we'd be delighted to hear from you! And if you’re thinking the chances of quotes like the one above won’t happen … ah, sorry to disappoint, but those are actual customer quotes. What Expel can do for you - Deepen your expertise in the security market and how organizations mitigate risk, execute strategy, and improve their security posture - Extend your network of security leaders across a wide variety of industries - Provide you a firm foundation based on excellent service delivery on which you can bolster your reputation in the industry - Equip you with the time and opportunities to achieve some remarkable experiences for your next role at Expel or beyond - Give you hands on experience with industry leading security technologies and analysis methodology - Provide opportunities to practice communication at technical, management, and executive audiences What you can do for Expel - Listen patiently and ask insightful questions to help us understand how we can help our customers achieve their security goals - Build relationships and coordinate across teams to make sure we’re all in sync as we continue to grow - Be operationally diligent as we consistently meet every expectation we set, on time - Distill trends from the data we collect to identify ways in which our customers can address the root cause of security problems they face - Poke fun at our executives for their foibles, so they don’t fall victim to hubris What you should bring with you - An unyielding desire to delight customers and inspire change - Flexibility and an openness to new challenges because, hey, startup life - Concise verbal and written communication skills for technical audiences - Ability to prioritize the needs of multiple customers while managing expectations - Knowledge of the various types of security technology - Creativity to challenge the status quo and help find new solutions to new problems - Ability to accurately self-assess and drive continuous improvement - Familiarity with data analysis tools like Excel or equivalent and basic analysis techniques - Understanding of and ability to articulate security controls for common platforms and devices - 3+ years of relevant professional experience - Must be able to travel up to 20% Additional notes The base salary range for this role is between $73,500 USD to $106,600 USD + bonus eligibility and equity. This role requires candidates to be located in the West Coast region of the United States. We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits. We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas. We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind. #LI-Remote Salary Range $73,500—$106,600 USD