Dealer Support Liaison

S&P Global Mobility•US - MI - VIRTUAL, MI

2d•$53,000 - $65,000•Remote

About The Position

The Dealer Support Liaison provides technical and operational support for automotiveMastermind products, serving as a key point of contact for dealer and field team inquiries. This role resolves and escalates issues, analyzes support trends, and improves processes to enhance efficiency and customer satisfaction. The position requires strong technical, analytical, and communication skills to deliver high-quality support and drive a positive dealer experience.

Requirements

2 year’s experience in customer support operations, troubleshooting complex issues, and/or consulting role.
Superior interpersonal communication skills, excellent customer service skills, ability to work independently.
Understanding of technical concepts, problem-solving, detail oriented, self-starter.
In-depth understanding of customer service values and strategies, with the ability for turning users frustrated with their experience into delighted customers.
Demonstrable experience in Customer Support or Account Management with a proven ability to develop strong client relationships.
In-depth understanding of customer service values and strategies, with the ability for turning users frustrated with their experience into delighted customers.
Understanding of object-oriented programming and modern scripting languages
Experience with automation tools and developer utilities
Experience with relational databases a strong plus, including queries, views, and stored procedures.
Experience with spreadsheet and data analysis tools (e.g., Excel pivot tables, formulas, lookup functions).
Practical knowledge of marketing automation technologies.
Experience with softphone, call center systems and best practices.
Ability to work independently and effectively manage multiple initiatives.
Able to record troubleshooting steps, resolution and escalation requirements in a ticket system.
Understands software development lifecycle (Agile).
Strong analytical and problem-solving skills.
Flexibility and aptitude to achieve tight deadlines.
Solid, detail-oriented documentation skills.
Strong balance of business and technical skills and ability to “translate” technical concepts clearly to non-technical decision-makers.
Demonstrated ability to make well-reasoned and timely decisions that are in the best interest of the consumer and the company.
Passionate about focusing on the consumer and helping them get the most out of automotiveMastermind.
Protect organization's value by keeping information confidential.
Always represent the company in the best light.

Nice To Haves

Previous experience in the automotive industry is preferred.

Responsibilities

Develop an expert level knowledge of all automotiveMastermind's Product systems, processes and initiatives.
Respond to all inbound Business Partner and Field Team inquiries/requests and escalate to the appropriate team when necessary.
Document all troubleshooting steps and errors for escalated incidents and ensure reassignment to the appropriate team (Tier 3, Escalation, Product, Development).
Resolve technical issues for Business Partners by troubleshooting and investigating problems, prioritize and escalate issues, manage and optimize issue workflow, and proactively identify support needs.
Analyze support data to identify trends and communicate actionable insights to product stakeholders and Sales.
Communicate effectively between all departments.
Continue to develop the knowledgebase of FAQs, Best Practices, system guides, and training materials.
Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
Maintain a comprehensive strategy for communicating pertinent system/process updates to Business Partners.
In collaboration with the training specialist, provide feedback for training manuals/materials for dealers and new DRM's.
Provide outstanding technical support and build successful long-term relationships with both internal and external customers.
Set expectations with all stakeholders and customers using digital communication via Slack, text, email, video conferencing.
Understand the company goals and purpose so the Dealer Support Liaison will continually enhance the company's performance.
Embracing company initiatives and deliverables with continuous enhancements to performance and customer service.