Vitu

Customer Support

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Provide Tier 1 support, solving standard and recurring issues with the customer's configuration such as password resets or answering basic questions about the solution.
• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate internal and security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.

Customer Support Specialist I

Customer Care Specialist I

Business Intelligence Developer

• Collaborate cross-functionality with business owners, teams, and colleagues to identify documents, address project requirements, issues and risks, ensuring timely delivery of project deliverables, system enhancements, resolution for customer requests.
• Conduct analysis that identifies current business process, system inadequacies, departmental or user issues, business performance measures, revenue and marketplace analytics, or competitor analysis.
• Present ideas for process and systems improvement recommendations that assist the business in achieving its goals and objectives, while leveraging best practices and professional experiences.
• Acquire and maintain a deep understanding of CMS applications, customer needs, and various business units within Vitu.
• Communicate with leadership on impacts to changes in project scope while communicating impact to management and team.
• Ensure appropriate project or user documentation is produced/used.
• Manage individual workload and assist with defining and prioritizing tasks.
• Ability to work effectively on multiple assignments, activities, or projects.
• Ensures all analytical processes adhere to established business/department standards and protocols.
• Perform other duties as assigned or needed. Travel may be required.

Business Intelligence Analyst II

Account Executive

• Building customer relationships: This includes Principals, GMs, GSMs, Finance, Corp Controllers, Title Clerks in dealerships
• Act as client advocate for all products and services
• Deliver the highest level of customer service (white glove) to the dealer: Prompt response to phone calls and emails
• Problem resolution and troubleshooting
• Being proactive in identifying and communicating needs
• Arriving on time for scheduled appointments
• Appropriate escalation and reporting of issues, including ownership and follow-up
• Continual and follow-up training on an as-needed basis
• Provide backup phone coverage during business hours and after-hours support on a rotational basis
• Deliver value by: Proactive reporting and issue analysis
• End-of-month financial reporting
• Monthly review of volume
• Regular review and action of all utilization dashboards
• Ensure State compliance in all related areas
• Managing Administrative duties as delegated by NYS PS

• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration
• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.

Customer Care Specialist II

• Train dealership personnel on the use of Vitu.
• Meet with dealership management to review processes and procedures pertaining to their DMV paperwork.
• Monitor dealer error rates, active user list, and RIA/Dealer licenses to ensure compliance with DMV's regulations.
• Maintain a strong business relationship with key dealership personnel.
• Provide Vitu/VITU support via phone, chat and email as needed.
• Deliver exceptional customer service and support by being responsive and proactive to customer needs.
• Client Advocate - Suggests improvements to the program on behalf of the client and addresses client issues and concerns.
• Compliance - Ensure that the dealership is following DMV EVR & RIA procedures and regulations by conducting compliance audits.
• DMV Support - The AE will be called on by clients to answer or find the answer to complex DMV issues.
• Navigate a dealer's DMS to ensure that it is calculating DMV fees properly.
• Conduct DMV fee training both in-person and via webinar.
• Serve as the primary point of contact for assigned dealers, resolving issues and complaints swiftly and effectively, ensuring timely solutions and corrective/preventive actions.
• Identify upsell and cross-selling opportunities, pitching them to existing clients, and communicating interests to Sales.

• Receive and respond to customer requests via the inbound call queue and support ticketing systems
• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, demonstrating respect and concern
• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration
• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction
• Apply appropriate security tools or processes to assess customer records or other electronic information
• Document customer inquiries, status, and resolution
• Work across teams when needed and follow up with customers to resolve issues satisfactorily