Digital Support Specialist

Payrate: $28.00- $29.00/hr.


Summary:
As a Digital Support Specialist on the Aftermarket Digital Experience (ADX) team, you will play a pivotal role in supporting Excelerator.com, the industry's first search, find, and buy e-commerce platform. A key driver of sales growth and operational efficiencies, Accelerators supports our parts business today and is expanding to incorporate DTNA's other lines of business, starting with services (extended warranty and connectivity services), including a payment marketplace that creates a seamless customer experience.
Your core focus will be providing front-line support to our dealer network and mutual customers, guiding users through the full capabilities of Accelerators. This role is critical to deliver timely, accurate support that ensures a smooth, successful purchasing experience.
In addition, you will support key system integrations that are vital to daily operations and enhance customer experience, including integrations with the various business management systems utilized by our dealer network.


Responsibilities:

• Serve as the primary support contact for dealers and customers, providing guidance on the full functionality of Accelerators.
• Field questions and issues from dealers and customers, investigate and analyze as appropriate, and respond in a prompt, professional manner.
• Escalate complex technical and/or business issues to business leads, technical teams, or other teams as appropriate.
• Support DMS (dealer management system) integrations, DTNA's Parts ERP (Paragon) integrations, and troubleshooting of all ADX Digital Solutions, including:

• Utilize SOAP UI and other technical tools to troubleshoot connectivity issues
• Ensure DMS Support tickets are followed up on and resolved
• Monitor and analyze order failures and issues with Order status Updates, Invoices, and Dealer Parts Masters for trends and emerging issues
• Escalate complex connectivity topics to the Sr Digital Integration Specialist, the ADX-IT Team, the Paragon team, or other teams as appropriate.

• Track systemic issues and serve as a critical feedback loop on defects and needed enhancements.
• Establish and build key performance indicators to monitor support trends and recurring issues, identifying opportunities for process improvements and proactive solutions.
• Participate in the design, development, testing, and troubleshooting of all ADX Digital Solutions.

Requirements:

• Bachelor's degree in business, Information Systems, Operations, or related field.
• 2+ years of experience in software operations, customer support, or eCommerce management, including technical customer support and/or troubleshooting experience.
• Excellent communication skills, organization, and attention to detail
• Strong data analysis skills
• Ability to quickly learn new systems and adapt efficiently to evolving tools, features, and workflows.
• Ability to efficiently switch between tasks and manage multiple priorities
• Strong continuous improvement mindset, with a focus on delivering incremental, measurable process enhancements.
• Truck or automotive OEM experience or dealership experience
• Hands-on knowledge of support platforms like Zendesk, ServiceNow, or Salesforce for tracking, prioritizing, and resolving user inquiries.
• Familiarity with REST APIs, SOAP APIs, and other web technologies
• Familiarity with eCommerce processes, including online payment processes
• Experience with Tableau, Power BI, or other related reporting tools
• Experience with Agile product development processes and collaboration tools (e.g., Jira, Confluence)

Pay Transparency: The typical base pay for this role across the U.S. is: $28.00 - $29.00 /hour . Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.


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