Support/Deployment Tier 1 Specialist

Job Description

Job Description

Description:

 

About Protomiq 

At Protomiq, we believe that the auto dealerships that win are the ones that create better experiences for their customers. That's why we build technology that helps dealers connect with shoppers, turn interest into action, and drive measurable business results. 

More than 6,000 dealerships across North America rely on Protomiq's solutions to engage customers, improve performance, and stay competitive in a rapidly evolving market. 

From independent dealerships to some of the largest dealer groups and automotive brands in the industry, Protomiq is trusted by dealerships focused on what comes next. 

If you're excited by innovation, customer impact, and the opportunity to help shape the future of automotive retail, you'll fit right in. 

Working at Protomiq

At Protomiq, your work matters. We're a team of builders, problem-solvers, and innovators who are passionate about helping our customers succeed. Here, you'll be empowered to move quickly, embrace new ideas, and make a visible impact on the business. 

We offer competitive compensation, comprehensive benefits, professional development opportunities, and a culture built on collaboration, accountability, and growth. 

Who you are  

You are a self-driven problem solver, comfortable working independently in a dynamic technical environment. Your organizational and prioritization skills are a strength, and you thrive in fast paced client service situations. Your leaders and peers see your drive for success, matched only by your internal drive to get it right and on time.

What you will do  

Our Tier 1 Specialists complete basic customer requests, assist with website installations, configure plugins and integrations, and manage third-party technical requests to ensure accurate and timely task resolutions. You will also perform quality assurance checks, maintain detailed account documentation, and collaborate closely with the Tier 2 team to expand your technical knowledge and continuously improve operational processes and customer support experiences. 

Job Responsibilities:  

• Complete basic customer requests and website installations while delivering a positive customer experience through clear communication and exceptional customer service 
• Provide Tier 1 technical support for basic customer requests, product setup, and deployment activities across Protomiq products 
• Submit and manage third party technical configuration requests 
• Configure website plugins, integrations, and tools according to company standards and customer requirements 
• Perform quality assurance checks to confirm accurate account and plugin setups 
• Maintain accurate notes, status updates, and account documentation within internal systems 
• Collaborate with the tier 2 team to advance technical and operational skill levels 

Requirements:

• 1 year experience with website support or business process management 
• Exceptional problem-solving skills 
• Effective listening skills 
• A genuine passion for delivering exceptional customer experiences 
• Ability to navigate ambiguity and resolve customer inquiries with confidence 
• Proficiency in multitasking and managing open tickets and tasks 
• Self-motivated with the ability to work independently while collaborating with other teams

Preferred Skills  

• Experience with website troubleshooting – Basic html skill 
• Experience in ticketing applications such as Salesforce, Zendesk, or similar tools 
• Experience with automotive dealers and products
• Experience in a SaaS or proprietary software technical support environment