Dealer Partner Support Specialist - Level 1
New
A
AutoFiAutomotive software
Remote; Dealer Partner Support Specialist - Level 1 (United States)Full-TimeEntry
Salary$67,000 - $72,000 a year
+ $2,000 performance bonus annually
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Job Details
- Experience
- 2-3 years experience working in customer support, technical support, account management or a related customer-facing role
- Required Skills
- HTMLCSSSalesforceRESTful APIsJSONTroubleshootingTechnical supportCustomer support
Requirements
- Have 2-3 years of experience in customer support, technical support, account management, or a related customer-facing role; SaaS experience is preferred.
- Demonstrate attention to detail and the ability to accurately execute, validate, and document work.
- Use analytical and critical thinking to investigate issues independently, troubleshoot basic technical problems, and determine when to escalate.
- Communicate clearly in writing and verbally, including explaining technical concepts and navigating challenging customer interactions.
- Organize work and prioritize competing requests to meet service expectations.
- Be comfortable working with software configurations, system settings, integrated applications, and AI Agents.
- Take a proactive and accountable approach to problem-solving and work independently and collaboratively across teams.
- Be available for scheduled evening and weekend coverage, including a minimum of one Saturday per month.
- Bring familiarity with automotive dealership operations, business models, and personnel responsibilities; this is strongly preferred.
- Have working knowledge of APIs, JSON, XML, HTML, CSS, and Regex; this is strongly preferred.
- Experience with Salesforce, Jira, Postman, or similar CRM, case management, and API troubleshooting tools is preferred.
- Experience using AI-assisted tools for productivity, troubleshooting, or customer support workflows is preferred.
Responsibilities
- Respond to Dealer Partner inquiries, resolve issues, and manage requests in accordance with service levels.
- Maintain and optimize Dealer Partner program settings, configurations, features, and integrations, using JSON, XML, CSS, and Regex as needed.
- Validate configuration changes for accuracy, completeness, and functionality before resolving requests.
- Troubleshoot configuration, integration, and functional issues; resolve common problems and escalate complex issues with supporting details.
- Coordinate solutions with Account Management, Product, Engineering, internal teams, and external vendors.
- Monitor Dealer Partner programs for functional anomalies, configuration gaps, and opportunities to improve performance and reliability.
- Manage approximately 20-30 assigned requests through resolution, balancing priorities, documenting cases, communicating with stakeholders, and following up through phone, email, and text.
- Identify recurring issues and contribute to standardized procedures, documentation, and best practices.
- Support first-line inquiries across the broader Partner ecosystem through phone, chat, and email, using available tools including AI-assisted solutions.
- Participate in scheduled after-hours coverage, including a minimum of one Saturday per month.
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