Product Support Specialist

Open Dealer Exchange • Southfield, MI

2h • Hybrid

About The Position

Provider Exchange Network (PEN), a business unit of Open Dealer Exchange, is seeking a curious, analytical Product Support Specialist to join its team in Southfield, Michigan. PEN helps more than 200 finance and insurance (F&I) product providers rate and contract aftermarket products electronically for car dealerships.

The role focuses on application support, API troubleshooting, software integrations, and technical operations. The specialist investigates data-exchange issues involving automotive dealership systems and third-party product providers, working with technical teams to identify root causes and coordinate solutions. Automotive experience is not required; the position is suited to someone with strong problem-solving skills, technical curiosity, clear communication, and a willingness to learn.

The position uses a hybrid work model and offers a clear path for growth, along with 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.
• Ability to manage work independently, prioritize competing demands, and exercise sound judgment in day-to-day operations and escalations.
• Excellent interpersonal skills and ability to collaborate effectively across teams and with stakeholders.
• A combination of relevant education, training, and experience may be considered in lieu of formal qualifications.

Nice To Haves

• Strong customer service and communication skills, with professionalism, responsiveness, and partner relationship management.
• Excellent verbal and written communication skills, including the ability to interpret and convey complex technical concepts to diverse audiences.
• Ability to collaborate across departments and organizational levels to achieve shared goals and drive resolution.
• Self-motivated and adaptable approach in a fast-paced, evolving environment.
• Ability to work independently with minimal supervision, demonstrating initiative, accountability, and ownership.
• Strong analytical and problem-solving skills, including the ability to identify trends, recommend improvements, and support complex operational and support needs.
• Background in technical support, computer science, information systems, or software troubleshooting.

Responsibilities

• Develop an advanced understanding of PEN products and services and their impact on the dealership F&I process; apply that knowledge when working with aftermarket insurance providers, dealership system partners, and internal stakeholders.
• Independently troubleshoot complex issues, triage escalations, drive timely resolution, identify root causes, and recommend corrective actions.
• Communicate with business partners about service-impacting changes, issue status, and support guidance, ensuring clarity and alignment among stakeholders.
• Learn the PEN Product Administration System and support customer implementations.
• Coordinate and deliver training and educational initiatives for business partners, and provide guidance that supports adoption and effective use of PEN products and processes.
• Act as a liaison and advocate for partner needs, concerns, and feedback, ensuring they are represented in support and operational priorities.
• Help design, document, and continuously improve internal processes and procedures to increase efficiency, consistency, and service quality.
• Create, update, and maintain Knowledge Base articles and support documentation for internal teams and business partners.

What This Job Offers

• Job Type: Full-time