Product Support Analyst

Open Dealer Exchange•Southfield, MI

3d•Hybrid

About The Position

Provider Exchange Network (PEN), a business unit of Open Dealer Exchange, is seeking a Product Support Analyst to support its workforce in Southfield, Michigan. The role serves as a key liaison between PEN and its business partners, supporting effective communication, issue resolution, and knowledge sharing. It combines technical understanding, process improvement, and training support to enhance service delivery and partner satisfaction. PEN describes itself as a dynamic workplace where employees are empowered to think independently, take initiative, and innovate. The position follows a hybrid work model and offers a compensation and benefits package.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
2–4 years of experience in technical support, client services, or business operations within a technology-driven environment.
Excellent interpersonal skills and the ability to collaborate effectively across teams and with stakeholders.
Relevant education, training, and experience may be considered in lieu of formal qualifications.

Nice To Haves

Strong customer service and communication skills, with a focus on professionalism and responsiveness.
Exceptional verbal and written communication skills, including the ability to interpret and convey complex technical concepts to a wide range of audiences.
Ability to collaborate across multiple departments and organizational levels to achieve common goals.
Self-motivated and adaptable approach to working in a fast-paced and evolving environment.
Ability to work independently with minimal supervision, demonstrating initiative and accountability.

Responsibilities

Demonstrate comprehensive understanding of PEN’s products and services.
Troubleshoot issues, perform escalation triage, and drive resolution.
Communicate with business partners regarding service-impacting changes.
Coordinate and deliver training and educational initiatives for business partners.
Serve as a liaison and advocate to ensure partner needs and feedback are represented.
Contribute to the design and improvement of internal processes and procedures.
Create, update, and maintain Knowledge Base articles to ensure content accuracy and relevance.