About DealerOn
We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.
About the role
Job Description:
The Data Support Specialist I (DS I) is a mid-level technical support role responsible for the on-boarding, accuracy, and maintenance of all client inventory. The Data Support team works side-by-side with the Development and Customer Support teams by assisting with complex inventory configurations for clients. This position facilitates technical data and product expertise for issues beyond the scope of the Customer Support (CS) and Enterprise (ENT) teams. As a Data Support specialist, you will be tasked with the responsibility of completing the cases assigned to you during the day via SalesForce, handle inbound client calls, and support our internal teams on all aspects of inventory data via escalation channels. In addition to daily responsibilities, you will be tasked with more complex projects to complete and will be held to a high level of accuracy and attention to detail. This is a remote mid-level level position, based out of the Headquarters office (Rockville, MD).
Essential Functions:
- Employ a diverse array of tools and methodologies to deliver superior technical support to our clients and Tier 1 teams, while upholding adherence to industry-leading protocols, compliance requirements, and program mandates.
- Execute and manage assigned casework with meticulous attention to detail, ensuring data integrity, alignment with quality benchmarks, and consistency for established procedures.
- Demonstrate proficient familiarity with data analysis, our core systems, processes, applications, and the intricacies of DQL (DealerOn Query Language).
- Configure and troubleshoot inventory data syndication via FTP and API protocols (e.g., Homenet, vAuto) proficiently.
- Implement intricate Lot Source configurations and data-flow logic to accommodate complex requirements.
- Investigate and rectify data anomalies such as pricing discrepancies and missing vehicle/photo records via data analysis and DQL debugging.
- Generate and manage data exports and imports between our platform and various third-party and OEM program sources.
- Provide technical troubleshooting guidance and effectively communicate complex subject matter support to internal and external stakeholders.
- Monitor departmental Slack channels to offer timely assistance to colleagues and external teams including escalated support requests.
- Deliver comprehensive phone support to clients, interdepartmental teams, and third-party entities.
- Swiftly troubleshoot and resolve customer data inquiries with precision and efficiency.
- Act as a mentor to newly onboarded personnel, offering guidance and support in acclimating to their roles.
- Contribute to the maintenance and optimization of internal systems through structured overhaul initiatives.
- Actively author technical Knowledgebase articles and other technical documentation for consumption by the support team and customer community.
Required Skills/Experience:
- Bachelor’s Degree in computer science, web design, technical project management, or equivalent program and certification.
- Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate sound technical knowledge, professionalism, empathy, and communication skills.
- Experience in a technical contact center environment that includes the ability to effectively troubleshoot issues to their root cause and providing accurate resolutions in a timely manner.
- 2+ years of technical support delivery experience.
- Ability to think critically and contribute to the ongoing improvement of DealerOn’s products and processes.
- Ability to quickly respond to changing department priorities and manage unexpected demands in a timely manner.
- Ability to work effectively as part of a team as well as the determination to take on independent initiatives.
- Previous knowledge and experience working with a database (SQL)
- Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
- Experience with at least one content management system (CMS) such as WordPress, Drupal, Joomla.
- Working knowledge with the Agile methodology and ticket management systems such as JIRA.
- Ability to prioritize tasks that change frequently and manage unexpected demands.
- Exhibit robust data management proficiencies.
- Swiftly and precisely address customer requests, resolving them accurately.
- Demonstrate adept business-to-business communication abilities.
- Uphold adherence to company standards to ensure the quality of work.
- Maintain a professional and amicable demeanor in all interactions.
Preferred Skills/Experience:
- Minimum of 2 or more years of relevant experience.
- Proficient in thriving within fast-paced environments.
- Working knowledge of HTML/CSS
- Exceptional Interpersonal skills
- Advanced abstract problem-solving capabilities, demonstrating a willingness to explore diverse perspectives and solutions.
- Strong working knowledge of the Internet operations, computer systems and Microsoft Office products (Word, Excel and Outlook)
Competencies
- Advanced Communication Skills: Proficient in articulating complex concepts effectively across various mediums and audiences.
- Meticulous Attention to Detail: Demonstrates an unparalleled ability to spot nuances and errors while maintaining focus on the bigger picture.
- Exemplary Customer Service: Delivers superior service, consistently exceeding expectations and fostering strong client relationships.
- Proactive Initiative: Driven by a proactive approach to problem-solving, consistently seeking opportunities for improvement and innovation.
- Unwavering Dependability: Reliably delivers high-quality results under any circumstances, consistently meeting or surpassing deadlines and expectations.
Technological Proficiency: Demonstrates mastery in leveraging cutting-edge technologies to streamline processes and enhance productivity.
DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. A successful candidate must pass a background check as a condition of joining the team.
