Powersports Customer Support Representative
About The Position
DX1 is seeking a Customer Support Representative to help powersports dealerships use its software platform, which supports dealership sales, inventory, service, accounting, and digital marketing operations. The representative will assist dealership employees across the country by phone and through a ticketing system, troubleshoot software issues, guide users through workflows, and provide remote training. The role owns inquiries from initial contact through resolution and collaborates with internal teams to address customer needs and improve the support experience. The position follows a hybrid schedule, with remote work on Mondays and Fridays and in-office work Tuesdays, Wednesdays, and Thursdays at the Norfolk campus office. Team members are scheduled to work approximately one Saturday every 4–6 weeks; when working Saturday, the following Monday is off. Applicants must live in Norfolk, Chesapeake, Virginia Beach, Suffolk, Portsmouth, Hampton, Newport News, or surrounding areas within a reasonable commute to the Norfolk office. Schedules may be adjusted as customer and business needs evolve.
Requirements
- Strong verbal and written communication skills, including the ability to explain information clearly and patiently.
- A customer-focused mindset and genuine interest in helping people solve problems.
- Comfort communicating with customers over the phone and learning to navigate new software applications.
- Strong critical-thinking and troubleshooting skills, with willingness to investigate unfamiliar issues.
- Ability to manage multiple tasks, stay organized, and follow through on commitments.
- Curiosity, adaptability, and enthusiasm for learning new technologies.
- Collaborative attitude and willingness to contribute to team success.
- Residence in Norfolk, Chesapeake, Virginia Beach, Suffolk, Portsmouth, Hampton, Newport News, or surrounding areas within a reasonable commute to the Norfolk campus office.
Nice To Haves
- Previous experience supporting SaaS platforms, business applications, or technical software.
- Experience providing customer support over the phone.
- Familiarity with dealership operations, Dealer Management Systems (DMS), or retail management software.
- Experience with QuickBooks, accounting software, or similar business tools.
- Background in software training, customer onboarding, website management, or digital marketing.
Responsibilities
- Provide friendly, knowledgeable customer support by phone and through the ticketing system.
- Help dealership staff navigate software questions, troubleshoot issues, and find solutions.
- Investigate unexpected software behavior by asking questions, researching issues, identifying potential causes, and consulting teammates when needed.
- Manage support inquiries from initial contact through resolution, keep customers informed, and clarify next steps.
- Provide remote guidance and training to help dealerships use the DX1 platform effectively.
- Collaborate with Support, Implementation, Account Management, Data Migration, and Product Development colleagues.
- Contribute to internal documentation, share recurring customer challenges, and identify opportunities to improve support processes and the customer experience.
Benefits
- Medical, dental, and vision coverage, starting on the first day of the month after 30 days of employment.
- Flexible spending account.
- 401(k) with matching up to 4%.
- Paid vacation, company holidays, and sick leave.
- Corporate discount opportunities.
- Quarterly bonus plan of up to $250 per quarter.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
