[Hiring] Implementation Specialist (Data Integration) @Authenticom

Role Description

We are seeking a highly motivated and experienced individual with remote work experience to fulfill the role of Implementation Specialist (Data Integration). This role will manage the complete lifecycle of client data integrations and is critical for ensuring seamless data flow, from initial configuration and order fulfillment to daily troubleshooting and quality control. You will serve as a technical bridge between our platform and automotive dealerships, providing both high-level system configuration, case documentation in Salesforce, and direct user training. This role is pivotal to ensuring quality service across all client interactions. As the primary technical contact, you will resolve client inquiries across phone, email, and chat to ensure high satisfaction. You’ll act as a vital bridge between customers and internal teams, proactively identifying service improvements to foster long-term loyalty and exceptional service.

Key Responsibilities

• Technical Integration Management: Configure data import processes and perform initial Quality Control (QC) checks to ensure data integrity.
• System Expertise: Manage order fulfillment and case tickets in Salesforce for major automotive Dealer Management Systems (automotive ERP), including CDK, Reynolds & Reynolds, and DealerTrack.
• Dealer Training & Consultation: Advise dealerships on requirements for product setups and train them on data export procedures for Dealer Management Systems that require a person in the loop.
• Operational Excellence: Prioritize and complete daily cases according to Services Level Agreements and department policies.
• Communication & Support: Maintain high-quality service standards through phone, email, and chat interactions with dealers and vendors.
• Documentation & Tracking: Record all client interactions, including questions, concerns, and actions taken, within Salesforce and the company ticketing system, when appropriate.
• Team Collaboration: Collaborate with internal departments such as sales and technical support to ensure customer needs are met efficiently. Provide backup support for allied technical teams by assisting with dealer onboarding, data feed approvals, and resolving delays in data synchronization.

Qualifications

• Remote Experience: Minimum one (1) year of experience of being highly productive in a remote work environment.
• Experience: A minimum of three (3) years of experience in technical customer contact or customer service.
• Education: High school diploma or equivalent is required. Technical certificates or an Associate’s Degree in Business Management or IT is preferred.
• Technical Proficiency: Must be proficient in various data formats and applications therein. Experience with Microsoft and/or Google Office Suite, with a high degree of expertise in Excel. Salesforce experience required.
• Communication Skills: Exceptional phone etiquette and a high command of both verbal and written communication.

Desired Skills & Competencies

• Conflict Resolution: Ability to handle variety in tasks and show empathy and patience during problem-solving or negotiations.
• Independent Learning: Able to ingest training lessons, then self-guide with training materials.
• Adaptability: Comfortable working in a fast-paced environment while multi-tasking effectively.
• Analytical Thinking: Proactive in identifying and sharing areas for product or process improvements.
• Confidentiality: Demonstrated ability to maintain sensitive client information.

Benefits

• Medical, dental, and vision insurance.
• Paid holidays.
• Time off for volunteering.
• Wellness activities.
• Birthday time off.

Company Description

Authenticom is a remote-first company with headquarters in La Crosse, Wisconsin, and team members across the US and Canada. We believe in the importance of cultivating teams with diverse backgrounds and offering equal opportunities to all. We strive to create a welcoming, inclusive environment where every team member feels valued, and diversity is celebrated.