Junior Technical Support Specialist

Job Description

Job Description

Description:

The Junior Technical Support Specialist is the day-to-day point of contact for our dealer clients and the bridge between them, our internal teams, and the third-party platform providers that power their websites, CRMs, and digital tools. When a client needs a change made, you either make it happen yourself or you open, track, and drive the request through the right provider until it's live and verified. 

Requirements:

Client request intake and ticket management  

• Triage incoming requests: resolve directly, route internally, or open a case with the appropriate provider
• Track all open items to closure and maintain visibility on status, owner, and expected turnaround
• Proactively update internal teams on progress rather than waiting to be asked Escalate blocked or aging items to senior team members before they become client-facing problems. 

Provider and vendor coordination  

• Open, document, and manage support cases with website platform, CRM, and other third-party provider support teams
• Follow up persistently on outstanding cases and hold vendors accountable to committed timelines
• Translate client requests into clear, technically specific instructions the provider can act on the first time
• Verify completed vendor work matches what was requested before closing the loop with the client
• Build working relationships with recurring provider support contacts 

CRM and email deployment  

• Build, test, and deploy email campaigns within client CRM platforms 
• Pull and segment audience lists based on campaign parameters 
• Run test sends and QA content, links, subject lines, and rendering before launch 
• Schedule deployments and monitor delivery, then pull and report basic performance metrics 
• Troubleshoot delivery, formatting, and list issues with CRM provider support as needed 

Documentation and process  

• Maintain accurate, detailed notes in the ticketing system so any teammate can pick up an item mid-stream 
• Contribute to and maintain internal process documentation and provider contact references 
• Flag recurring issues and inefficiencies to leadership with suggested improvements.

Qualifications  

Required  

• 0–2 years of experience in technical support, account coordination, digital marketing operations, or a similar client-facing role 
• Excellent written communication — a large share of this job is writing clear, complete requests and updates 
• Strong organizational skills with proven ability to manage many concurrent open items without losing track 
• Sharp attention to detail, particularly around dates, pricing, and terms where an error has real consequences 
• Comfort working in web-based platforms and learning new software quickly 
• Basic familiarity with how websites are structured, including the ability to read and lightly edit HTML 
• Proficiency with spreadsheets and standard office software 
• Self-directed follow-through — willingness to chase an open item without being reminded 

Preferred  

• Experience in automotive retail, at a dealership, or with an automotive marketing agency 
• Familiarity with dealer website platforms such as Dealer.com, DealerOn, Dealer Inspire, Sincro, or fusionZONE 
• Familiarity with automotive CRM systems such as VinSolutions, Elead, or DealerSocket 
• Experience with a ticketing or project management system such as Zendesk, Jira, Asana, or HubSpot 
• Working knowledge of HTML and CSS 
• Email marketing platform experience, including list segmentation and campaign QA 
• Basic image editing skills in Photoshop, Canva, or similar 
• Exposure to Google Analytics, Google Business Profile, or similar reporting tools 

Skills and Attributes  

• Ownership mindset — treats an open request as yours until it's verified complete, regardless of who's doing the work 
• Composure under volume — steady when several clients need something at once 
• Curiosity — digs into how a platform works rather than escalating at the first unknown 
• Clear translation — can take a vague client ask and turn it into a specific, actionable request