Digital Support Specialist
About The Position
The Aftermarket Digital Experience team leads the industry with Excelerator, our cutting-edge eCommerce platform that delivers a seamless search-find-buy experience empowering customers to purchase parts, connectivity services, and extended coverage. As a Digital Support Specialist, you will serve as the primary point of contact for our dealer network and customers, guiding users through the full capabilities of Excelerator. This role is critical to delivering timely, accurate support that ensures a smooth, successful purchasing experience. You will also oversee Excelerator Analytics, our parts sales planning and insights tool, supporting dealers and internal sales teams with actionable insights that help drive parts business growth. In addition, you will play a key role in strengthening our support operations by supporting the implementation of a ticketing solution to efficiently track, prioritize, and resolve inquiries. You will also develop key performance indicators to measure support effectiveness and identify opportunities to enhance processes, introducing new systems and ways of working to drive consistency, scalability, and operational excellence. You will actively gather and synthesize feedback from dealers and customers, translating real‑world insights into actionable input for the product development team across both Excelerator and Excelerator Analytics. Your contributions will directly influence future enhancements, ensuring new capabilities address genuine customer needs and deliver meaningful business impact.
Requirements
- Bachelor’s degree in Business, Information Systems, Operations, or related field OR 6 years relevant experience in lieu of a degree.
- 2+ years of experience in digital operations, customer support, or eCommerce management.
- Excellent communication skills, with the ability to convey information clearly, professionally, and effectively in both verbal and written formats
- Organized and detail-oriented, especially when tracking inquiries or documenting support interactions.
- Demonstrates the ability to quickly learn new systems and efficiently adjust to changes in tools, features, and workflow processes.
- Skilled in creating and maintaining Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and internal knowledge bases to streamline support operations.
- Communicate user feedback and propose feature enhancements to internal teams and leadership to support ongoing product development and innovation.
- Knowledge of key performance indicators such as, first response time, resolution rate, and first contact resolution.
Nice To Haves
- Experience in the automotive or heavy-duty truck industry, especially in aftermarket services.
- Hands-on knowledge of support platforms like Zendesk, ServiceNow, or Salesforce for tracking, prioritizing, and resolving user inquiries.
- Proficiency in data visualization and business intelligence tools such as Power BI or Tableau, with the ability to build, interpret, and maintain dashboards and reports.
- Proficiency in SQL with experience querying and analyzing data to support reporting and business insights with performance in mind.
- Experience designing and implementing AI agents or automated workflows using tools such as chatbots, virtual agents, workflow automation platforms (e.g., Power Automate, ServiceNow), or ticketing system automations to streamline support operations.
Responsibilities
- Serve as the primary support contact for dealers and customers, providing guidance on the full functionality of Excelerator and Excelerator Analytics.
- Respond to inquiries and troubleshooting issues promptly and professionally to ensure a seamless purchasing experience.
- Support and manage a ticketing system to track, prioritize, and resolve support requests efficiently.
- Establish and build key performance indicators to monitor support trends and recurring issues, identifying opportunities for process improvements and proactive solutions.
- Participate in testing new platform features, providing feedback on usability, performance, and potential enhancements.
- Collect and synthesize user feedback from dealers and customers to inform product development and guide future enhancements.
- Collaborate with cross-functional teams, including product, sales, and operations, to align support efforts with strategic goals.
- Document support processes and best practices, contributing to internal knowledge bases and training materials.
- Advocate for the user experience, ensuring customer and dealer needs are represented in future releases and support strategies.
Benefits
- annual bonus program
- 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age
- starting at 4 weeks paid vacation
- 13+ calendar holidays
- 8 weeks paid parental leave
- employee assistance program
- comprehensive healthcare plans and wellness programs
- onsite fitness (at some locations)
- tuition assistance and volunteer paid time off
- short-term and long-term disability plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
