Senior Technical Dealer Support Specialist

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

📋 Description

• Act as a subject matter expert on automotiveMastermind products, systems, processes, and initiatives.

• Deliver outstanding support to both internal and external customers.

• Address complex technical issues escalated from Level 1 by troubleshooting, identifying root causes, prioritizing incidents, and managing escalations.

• Handle incoming inquiries from Business Partners and Field Teams via Slack, email, text, and video conferencing.

• Document troubleshooting efforts, set expectations for stakeholders, and provide timely status updates.

• Develop and maintain Knowledge Base articles, FAQs, best practices, system documentation, and training materials.

• Coach, mentor, and train Level 1 team members on troubleshooting best practices, product updates, new initiatives, and support readiness.

• Manage and enhance the Zendesk environment, including user management, reporting, dashboards, workflow automations, macros, web forms, and process improvements.

• Take part in the recruitment and interviewing process for new team members.

⛳️ Requirements

• Bachelor's degree or 5+ years of experience in technical support, customer support operations, SaaS support, consulting, or a related field.

• Excellent interpersonal, written, and verbal communication skills.

• Proficient in advanced troubleshooting, analytical, and problem-solving abilities.

• Experience in managing customer relationships and providing exceptional customer service in a fast-paced environment.

• Advanced knowledge of relational databases, including SQL queries, joins, views, and stored procedures.

• High proficiency in Excel, including formulas, pivot tables, lookups, and data analysis.

• Familiarity with ticketing and customer support platforms such as Zendesk, covering documentation, workflow management, and escalation processes.

• Experience in creating and maintaining technical documentation, knowledge base articles, training materials, and process documentation.

• Ability to independently manage competing priorities, multiple projects, and time-sensitive deadlines.

• Understanding of software development methodologies and the Agile development lifecycle.

• Strong attention to detail with the capacity to make sound, timely decisions.

• Preferred experience in coaching, mentoring, onboarding, or training team members.

• Preferred experience in administering customer support systems, reporting platforms, dashboards, automations, or workflow tools.

• Previous experience in the automotive industry is preferred.

• Commitment to confidentiality and professional representation of the company.

• Availability for hours between 8 AM – 8 PM Monday through Friday, plus rotating holiday and weekend phone coverage from 9 AM – 6 PM.

🏝️ Benefits

• Competitive compensation package, including base salary and applicable incentive opportunities.

• Comprehensive health and wellness benefits for employees and eligible dependents.

• Retirement savings programs with company matching contributions where available.

• Flexible working hours between 8 AM – 8 PM Monday through Friday.

• Rotating holiday and weekend phone coverage schedule.