Digital Support Specialist

Digital Support Specialist

As a Digital Support Specialist, you will serve as the primary point of contact for both dealer partners and end customers, guiding users through the full capabilities of the Excelerator platform. This role is essential to delivering a seamless and efficient purchasing experience by providing timely, accurate, and high-quality support across all user interactions.

In addition to platform support, you will lead the administration of the Independent Repair Facility (IRF) program, which extends enhanced benefits to qualifying repair facilities. This program plays a key role in elevating customer satisfaction while driving increased engagement and revenue across the dealer network. As the program owner, you will evaluate eligibility, provision system access, and act as a trusted advisor to dealers, customers, and field teams.

You will also play a critical role in capturing and translating user feedback into meaningful insights. By analyzing trends and synthesizing real-world input, you will provide actionable recommendations to the product development team, helping shape future enhancements and ensure ongoing alignment with customer needs and business objectives.

Key Responsibilities

• Serve as the primary support contact for dealers and customers, providing expert guidance on platform functionality and best practices.
• Respond to user inquiries and issues in a timely, professional manner, including troubleshooting, root cause analysis, and resolution.
• Escalate complex issues to appropriate stakeholders, including technical teams or business leads, ensuring proper follow-through and communication.
• Gather, analyze, and synthesize feedback from users to identify trends, recurring pain points, and opportunities for enhancement.
• Document support processes, workflows, and best practices to strengthen internal knowledge bases and training resources.
• Develop and track key performance indicators (KPIs) such as response time, resolution rates, and recurring issue trends to continuously improve support operations.
• Participate in testing and validation of new platform features, providing detailed feedback on usability, performance, and potential improvements.
• Lead administration of the Independent Repair Facility (IRF) program, including:
• Evaluating facility eligibility against established program criteria
• Provisioning system access for approved participants accurately and efficiently
• Acting as a primary point of contact for program-related inquiries and ongoing support

Required Qualifications

• Bachelor's degree in Business, Information Systems, Operations, or a related field
• 2+ years of experience in software operations, customer support, or eCommerce environments
• Strong communication skills, with the ability to convey information clearly and professionally in both written and verbal formats
• Highly organized and detail-oriented, with the ability to manage and track multiple inquiries and tasks effectively
• Ability to quickly learn new systems and adapt to evolving tools, workflows, and processes
• Proven ability to manage competing priorities in a fast-paced environment
• Continuous improvement mindset, with a focus on identifying and implementing measurable process enhancements
• Experience developing and maintaining documentation such as SOPs, FAQs, and internal knowledge bases
• Familiarity with key support metrics, including first response time, resolution rate, and first-contact resolution

Preferred Qualifications

• Experience within the automotive, transportation, or aftermarket services industry
• Hands-on experience with support platforms such as Zendesk, ServiceNow, or Salesforce
• Proficiency with data visualization and business intelligence tools such as Power BI or Tableau
• Experience using SQL to query and analyze data for reporting and operational insights
• Exposure to AI-driven support tools or workflow automation platforms (e.g., chatbots, virtual agents, Power Automate, or ticketing system automation)
• Familiarity with Agile product development methodologies and collaboration tools such as Jira and Confluence

Work Environment

This position is based in a hybrid work environment, requiring four days per week in-office and one day remote. This structure is designed to foster collaboration, strengthen team alignment, and support the delivery of innovative, customer-focused solutions.

EEO Employer