Product Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Process and execute new product orders, which include Signals, Apex, ADA, and Symphony.

• Become the go-to expert on DealerOn’s product offerings.

• Engage in internal and external communications to ensure successful product implementation.

• Handle and address incoming case requests from clients or the live support team.

• Guarantee timely resolutions and precise documentation.

• Recognize and de-escalate challenging client or business relationships.

• Participate in joint calls to ensure successful outcomes and client satisfaction.

• Collaborate with internal teams to enhance processes and product functionality.

• Manage new third-party business as requested by Leadership.

• Develop training materials and process documentation for additional products.

• Attend and lead trainings regarding product and feature updates.

• Complete tasks from the Ready for Work queue prior to deadlines.

• Execute dealership-provided edits within DealerOn’s proprietary content management system.

• Report directly to the Implementation Supervisor.

⛳️ Requirements

• A minimum of 1 year of prior experience in website content management.

• Bachelor’s degree or equivalent training required.

• Familiarity with DealerOn's proprietary technologies.

• Outstanding organizational and time-management capabilities.

• Ability to manage client emails, keep an organized calendar, coordinate follow-ups, and oversee case workflows.

• Strong conflict resolution and interpersonal skills.

• Proficient in identifying, de-escalating, and managing complex client or business relationships.

• Ability to perform effectively under pressure and adapt to changes swiftly and efficiently.

• Consistent attendance and punctuality are essential.

• Experience with Salesforce is preferred.

• Excellent verbal and written communication skills.

• Capability to excel in a dynamic environment.

• Successful completion of a background check is required.

• Must be a resident of the US.

• Preferred: 2 years of prior experience in website content management.

• Preferred: Basic knowledge of HTML and CSS.

• Preferred: Familiarity with a dynamic work environment.

• Preferred: Experience in project management.

• Preferred: Familiarity with TaskRay or similar project management platforms.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Company-matched 401K plan.

• Flexible PTO plus Sick Leave.

• 6 weeks of paid Parental Leave.

• 8 Paid National Holidays.

• Company-paid basic Life Insurance.

• Voluntary supplemental Life Insurance.

• Voluntary long-term/short-term disability insurance.

• Voluntary Pet Insurance.

• Optional Healthcare/Dependent Care FSA Account.