Digital Support Specialist

Software Guidance & Assistance, Inc., (SGA), is searching for an DIGITAL SUPPORT SPECIALIST for a CONTRACT assignment with one of our premier AUTOMOTIVE clients in FORT MILL, SC . a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } Position Summary The Digital Support Specialist serves as the primary point of contact for users of a modern eCommerce platform, supporting both customers and partner networks in navigating and utilizing the platform effectively. This role ensures timely, accurate support to deliver a seamless purchasing experience while also contributing to ongoing platform improvement. The position also manages a specialized partner program, overseeing eligibility, access provisioning, and stakeholder support. In addition to day-to-day support, this role plays a key part in gathering user feedback, identifying trends, and translating insights into actionable recommendations that drive product enhancements and business value. Responsibilities Serve as the primary support contact for customers and partners, providing guidance on platform features and functionality. Respond to user inquiries and issues, performing analysis and troubleshooting to deliver timely, professional resolutions. Escalate complex issues to technical or business teams as appropriate. Collect, synthesize, and communicate user feedback to inform product development and future enhancements. Document support processes, best practices, and maintain internal knowledge bases and training materials. Develop and track key performance indicators (KPIs) to monitor support performance and identify recurring issues. Identify opportunities for process improvement and implement proactive solutions to enhance support operations. Participate in testing new platform features and provide feedback on usability, performance, and enhancements. Program Management Responsibilities Oversee a partner or customer program, including evaluating eligibility and ensuring compliance with program guidelines. Provision system access for approved participants in a timely and accurate manner. Serve as a primary point of contact for program-related questions and support across stakeholders. Required Skills 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 verbal and written communication skills with the ability to clearly convey information to diverse audiences. Highly organized and detail-oriented, especially in tracking issues and documenting processes. Ability to quickly learn new systems, tools, and workflows. Proven ability to manage multiple priorities and adapt to changing business needs. Continuous improvement mindset with a focus on optimizing processes and delivering measurable results. Experience creating and maintaining SOPs, FAQs, and knowledge base documentation. Understanding of support KPIs such as response time, resolution rate, and first-contact resolution. Preferred Skills Experience within automotive, aftermarket, or similar industry environments. Familiarity with customer support platforms such as Zendesk, ServiceNow, or Salesforce. Experience with data visualization or BI tools (e.g., Power BI, Tableau) and building dashboards or reports. Proficiency in SQL for querying and analyzing data to support reporting and insights. Experience implementing automation tools such as chatbots, workflow automation platforms, or ticketing system automations. Familiarity with Agile development processes and collaboration tools (e.g., Jira, Confluence). SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at . SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy. #LI-PA1