Sr. Technical Dealer Support Specialist
About The Position
Mobility Global, through its automotiveMastermind brand, is a leading data and technology provider in the automotive industry. Founded in 2012, the company enhances salesperson efficiency using Actionable Intelligence and personalized experiences. By combining behavioral predictive analytics, targeted marketing, and expert consulting, automotiveMastermind empowers dealers and OEMs to integrate data and intelligence with personalized insights. The company operates with a creative and entrepreneurial culture, emphasizing teamwork and a hands-on approach to achieving company goals. Their proprietary software-as-a-service (SaaS) helps automotive dealerships and sales teams identify customers ready to buy, understand the reasons, and determine the most effective offers and incentives. The micro-marketing engine then delivers targeted messages at optimal times to increase conversion rates and ROI.
Requirements
- Bachelor's degree or 5+ years of experience in technical support, customer support operations, SaaS support, consulting, or a related field.
- Strong interpersonal, written, and verbal communication skills with the ability to build relationships and effectively communicate with both technical and non-technical audiences.
- Advanced troubleshooting, analytical, and problem-solving skills with the ability to investigate complex issues and identify root causes.
- Demonstrated experience managing customer relationships and delivering exceptional customer service in a fast-paced environment.
- Advanced experience with relational databases, including SQL queries, joins, views, and stored procedures.
- Advanced proficiency with Excel, including formulas, pivot tables, lookups, and data analysis.
- Experience working with ticketing and customer support platforms such as Zendesk, including documentation, workflow management, and escalation processes.
- Experience creating and maintaining technical documentation, knowledge base articles, training materials, and process documentation.
- Ability to independently manage competing priorities, multiple projects, and time-sensitive deadlines.
- Understanding software development methodologies and the Agile development lifecycle.
- Strong attention to detail and demonstrated ability to make sound, timely decisions.
- Commitment to maintaining confidentiality and representing the company professionally.
Nice To Haves
- Experience coaching, mentoring, onboarding, or training team members preferred.
- Experience administering customer support systems, reporting platforms, dashboards, automations, or workflow tools preferred.
- Previous automotive industry experience preferred.
Responsibilities
- Serve as a subject matter expert on automotiveMastermind products, systems, processes, and initiatives while providing exceptional support to internal and external customers.
- Resolve complex technical issues escalated from Level 1 by troubleshooting, investigating root causes, prioritizing incidents, and coordinating escalations to other support teams as needed.
- Manage inbound inquiries from Business Partners and Field Teams, documenting troubleshooting efforts, setting stakeholder expectations, and providing updates through Slack, email, text, and video conferencing.
- Create and maintain knowledge resources, including Knowledge Base articles, FAQs, best practices, system documentation, and training materials to improve team effectiveness and customer self-service.
- Coach, mentor, and train Level 1 team members on troubleshooting best practices, product releases, new initiatives, and overall support readiness.
- Administer and optimize the Zendesk environment, including user management, reporting and dashboards, workflow automations, macros, web forms, process improvements, and participation in recruiting and interviewing new team members.
Benefits
- Competitive compensation package, including base salary and incentive opportunities where applicable.
- Comprehensive health and wellness benefits for employees and eligible dependents.
- Retirement savings programs, including company matching contributions where available.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
