Dealer Partner Support Specialist - Level 1

New

AutoFiAutomotive SaaS

Listing location: Canada; Workplace type: RemoteFull-TimeJunior

Salary$60,000 - $65,000 a year; + 2,000 CAD 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, preferably within the SaaS environment.
Required Skills: HTMLCSSSalesforceRESTful APIsJSONTroubleshootingTechnical supportCustomer support

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.
Bring analytical and critical-thinking skills to independently investigate issues, troubleshoot basic technical problems, and determine when to escalate.
Communicate technical concepts clearly in writing and verbally, including during challenging customer interactions.
Use organizational and time-management skills to prioritize competing requests and meet service expectations.
Be comfortable working with software configurations, system settings, integrated applications, and AI agents.
Take a proactive, 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.
Familiarity with automotive dealership operations, business models, and personnel responsibilities is strongly preferred.
Working knowledge of APIs, JSON, XML, HTML, CSS, and Regex 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.

Respond to Dealer Partner inquiries, resolve issues, and manage requests in accordance with expected service levels.
Maintain and optimize Dealer Partner program settings, configurations, features, and integrations, including working with JSON, XML, CSS, and Regex as needed.
Validate completed work to ensure configuration changes are accurate, complete, and functioning as intended.
Troubleshoot configuration, integration, and functional issues; identify root causes and escalate complex issues with supporting details.
Coordinate solutions with Account Management, Product, Engineering, 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, maintaining accurate case documentation, stakeholder communication, and timely follow-up.
Identify recurring issues and contribute to standardized procedures, documentation, and support best practices.
Support first-line inquiries across the Partner ecosystem through phone, chat, and email, using available tools including AI-assisted solutions.
Participate in scheduled after-hours support coverage, including a minimum of one Saturday per month.

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