Product Support Specialist

Job Description:

• Process and implement new product orders, including Signals, Apex, ADA, and Symphony
• Become the subject matter expert within DealerOn’s product suite
• Communicate internally and externally to implement products to completion
• Manage and process incoming case requests from clients or the live support team
• Ensure timely resolution and accurate documentation
• Identify and de-escalate challenging client or business relationships
• Participate in joint calls to ensure successful resolution and client satisfaction
• Collaborate with internal teams to improve processes and product functionality
• Manage new third-party business upon Leadership request
• Create training materials and process documentation for ancillary products
• Attend and conduct trainings related to product and feature updates
• Complete tasks from the Ready for Work queue before due dates
• Complete dealership-provided edits within DealerOn’s proprietary content management system
• Report to the Implementation Supervisor

Requirements:

• 1 year of prior experience in website content management
• Bachelor’s degree or equivalent training
• Familiarity with DealerOn proprietary technology
• Exceptional organizational and time-management skills
• Ability to manage client emails, maintain an organized calendar, coordinate follow-ups, and oversee case workflows
• Strong conflict resolution and interpersonal skills
• Ability to identify, de-escalate, and manage complex client or business relationships
• Ability to work effectively under pressure and handle change quickly and efficiently
• Maintain good attendance and punctuality
• Experience with Salesforce
• Strong verbal and written communication
• Ability to thrive in a fluid environment
• Successful completion of a background check
• Must be a US resident
• Preferred: 2 years of prior experience in website content management
• Preferred: Basic knowledge of HTML and CSS
• Preferred: Familiarity with a dynamic environment
• Preferred: Project management experience
• Preferred: TaskRay or similar project management platform experience

Benefits:

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account