Responsibilities: Act as the primary escalation point for dealer support issues, providing expertise in troubleshooting and problem resolution.
Collaborate with the Level 1 Service Desk, technical teams, business teams, and dealership users to resolve escalated issues and ensure 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 when needed.
Support teammates in identifying and implementing opportunities for continuous improvement within Business Operations.
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.
Requirements: Basic understanding of workflow management and the ability to identify improvement needs and opportunities.
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 is advantageous.
Ability to work effectively in a collaborative team environment, think critically, and adapt to change.
Excellent verbal and written communication skills.
Strong multitasking and time management skills.
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.