• Own implementation outcomes and long-term success for use cases in our Intake Authorization Suite, serving as the subject matter expert to guide early alignment, efficient and robust implementations, and scalable support mechanisms for a critical and growing segment of our business • Serve as a player-coach on our Technical Customer Success team, balancing hands-on technical leadership with building a high-performing team that can manage Intake Authorization implementations day-to-day • Drive time-to-value for our Intake Authorization customers by designing efficient, repeatable implementation templates and playbooks, and continuously refining onboarding workflows • Collaborate deeply with cross-functional teams, including Account Management, Sales, Product, and Engineering to gather requirements, configure solutions, and ensure ongoing value delivery • Lead technical problem solving—from SQL queries and Python scripts to API/FHIR integrations—directly unblocking implementations when needed • Build tight feedback loops with Product and Engineering, ensuring customer insights shape roadmap priorities and product enhancements • Own KPI outcomes for Intake Authorization implementations including time to value, customer satisfaction, and resolution times, and ensure the team is tracking and exceeding targets.

• Primary technical and strategic point of contact for a defined portfolio of enterprise customers • Build and maintain long-term, trust-based relationships with customer stakeholders • Ensure successful onboarding, adoption, and continuous optimization of the ANOW! Automate and ANOW! Observe solutions • Conduct regular service reviews, health checks, and strategic alignments with customers • Analyze customer environments to identify optimization opportunities, performance improvements, and risks • Identify cross-sell and upsell opportunities based on customer development • Translate customer feedback into concrete requirements for Product Management and Engineering • Collaborate with Support, R&D, Product Management, and Sales to ensure high customer satisfaction • Support customers in implementing best practices in Workload Automation, Observability, DevOps, and Cloud technologies

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.