Senior Technical Dealer Support Specialist
: Job Details :

Senior Technical Dealer Support Specialist in US Remote **Senior Technical Dealer Support Specialist**

Who we are:

Our Company was founded on the idea that there are patterns in peoples behavior that, with the right logic, can be used to predict future outcomes. We are a small butrapidly growing organization that works in partnership with our customers to create solutions that are simply not found anywhere else. We work in groups rather than in structured corporate hierarchies; our culture is creative and entrepreneurial where everyone contributes to company goals in very real way. We are a hardworking group, but we have a lot of fun with what we do and are looking for new people with a similar mindset to join the organization.

What we do:

Our proprietary software-as-a-service helps automotive dealerships and sales teams better understand and predict exactly which customers are ready to buy, the reasons why, and the key offers and incentives most likely to close the sale. Its micro-marketing engine then delivers the right message at the right time to those customers, ensuring higher conversion rates and a stronger ROI.

What you will do:

* 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, etc).

* Resolve advanced technical issues escalated from Level 1, 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.

* Coach and mentor Level 1 teammates. Train on best practices, new initiatives, Product release preparedness.

* Develop knowledgebase articles, FAQs, Best Practices, system guides and training materials for Level 1 teammates, field team and Dealer Partners.

* 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.

* Embracing company initiatives and deliverables with continuous enhancements to performance and customer service.

Who you are:

* Bachelors degree or 3 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.

* Advanced 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 scripting languages (e.g., C++, HTML, Java, Python, Javascript).

* Advanced experience with automations and tooling (LINQ pad).

* Advanced experience with relational databases a strong plus: SQL queries, views, lookups and procedures.

* Advanced experience with Excel, pivot tables, formulas, VLOOKUP, etc.

* Practical knowledge of marketing automation technologies.

* Experience with softphone, call center systems and best practices.

* Ability 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.

* Solid, detail-oriented documentation skills.

* 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.

* Always represent the company in the best light.

* Previous experience in the automotive industry is preferred.

**What We Offer**

* Competitive base salary, bonus plans and equity.

* A comprehensive, benefits package that includes medical, dental, vision and life insurance plans, paid time off, a generous 401k match with no vesting period, parental leave and 3 volunteering days each year. For more information on benefits, please access the benefits page on our careers site:

* For work locations in the state of Colorado, the anticipated minimum base salary for this role would be $61,185. Compensation will be determined by the education, experience, knowledge, and abilities of the applicant.

****

**Expected Hours of Work:**

This is a full-time position. Flexible schedule with hours between 8 AM 8 PM Monday through Friday. Holiday and weekend phone coverage on a rotating basis, 9 AM 6 PM.

-----------------------------------------------

Inclusion and diversity are critical to the success of IHS Markit, and we actively encourage applications from people of all backgrounds. We are committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected category. For more information on the many ways in which we enthusiastically support inclusion and diversity efforts for both candidates and employees, please access our Inclusion & Diversity Statement .

We are proud to provide reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with IHS Markit and need special assistance or an accommodation to use our website or to apply for a position, please contact or call +1 212 ### ####. Determination on requests for reasonable accommodation are considered on a case-by-case basis. *This contact information (email and phone) is intended for application assistance and accommodation requests only.* We are unable to accept resumes or provide information about application status through the phone number or email address above. Resumes are only accepted through the online application process, and only qualified candidates will receive consideration and follow-up.

IHS Markit maintains a substance-free workplace; employees may be asked to submit to a drug test (where permitted by law). In addition, in order to comply with applicable federal, state, and local vaccine mandates (including those in place for US federal contractors), US employees may be required to provide proof of being fully vaccinated, unless they have been approved for an