Dealer Support Liaison

About the role

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.

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.
• Embrace company initiatives and deliverables with continuous enhancements to performance and customer service.

Requirements

• 2 years’ 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.
• Able 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.
• 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.
• Able to represent the company in the best light.

Qualifications

• Previous experience in the automotive industry is preferred.

Skills

• Customer Service
• Technical Support
• Problem Solving
• Communication
• Training
• Project Management
• Software Development
• Data Analysis
• Marketing Automation
• Call Center Operations

Benefits

This role is eligible to receive additional company benefits. For more information on the benefits we provide to our employees, visit this link: https://mobilityglobalbenefits.com/ourbenefits