Dealer Technology Support Specialist

2 weeks ago

farmington hills, United States Vaco Full time
  • Act as the primary escalation point for dealer support issues, providing expertise in troubleshooting and problem resolution.
  • Work collaboratively with the Level 1 Service Desk, technical teams, business teams, and dealership users to resolve escalated issues, ensuring high-quality service for dealers.
  • Independently manage and track assigned support tickets daily, ensuring quick resolution or appropriate escalation of dealer issues.
  • Address additional support needs as outlined by the Business Operations Management team, including special projects and ongoing trend analysis.
  • Maintain up-to-date knowledge of products and services, and provide education to dealers and stakeholders (such as the Level 1 Service Desk) when needed.
  • Support teammates in identifying and implementing opportunities for continuous improvement within Business Operations, promoting innovation to enhance customer service.
  • Participate in the Business Operations On-Call Support rotation, including occasional evening and weekend shifts.
  • Revise certification programs for products as enhancements and changes are introduced.
  • Ensure compliance with safety, security, and privacy standards across all responsibilities.
  • Follow all audit and security policies and procedures.

Knowledge

  • Basic understanding of workflow management, with the ability to identify improvement needs and opportunities.
  • Familiarity with automotive dealership financing and sales processes is a plus, but not essential.
  • Knowledge of relevant products, teams, customers, and processes will be developed on the job.

Skills

  • Strong analytical and problem-solving abilities.
  • Experience in customer service and support within a software or technology organization, preferably in a B2B eCommerce setting, is beneficial but not required.
  • Familiarity with service desk and call center technologies (e.g., CA Service Desk, Salesforce, etc.).
  • Experience with analytics tools, such as Acoustic Tealeaf, is a plus.
  • Basic knowledge of XML/HTML is an advantage.

Abilities

  • Ability to work effectively in a collaborative team environment, think critically, solve problems, learn new technologies, and adapt to change.
  • Excellent verbal and written communication skills.
  • Strong organizational and analytical capabilities.
  • Ability to multitask and manage multiple customer support threads simultaneously.
  • Effective time management skills and the ability to prioritize tasks.
  • Strong relationship-building skills within and across teams.
  • Ability to thrive in a fast-paced and evolving environment.
  • Exceptional attention to detail.

Other Essential Requirements

  • Bachelor's degree in business or a technical field, or equivalent work experience.
  • 2-3 years of relevant experience.
  • Prior experience in technology customer service or a related field is advantageous.
  • Experience in automotive finance or related consumer finance is a plus.

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