Offer summary

Qualifications:

Bachelor’s degree or equivalent training, 1-2 years of experience in website content management, Strong analytical skills for performance metrics, Proficiency in managing case workflows and conflict resolution..

Key responsabilities:

Process and implement new product orders and become the Subject Matter Expert (SME) on products.

Communicate with internal teams and clients to ensure successful product implementation.

Analyze performance metrics and present findings in monthly meetings with clients.

Create training materials and conduct training sessions related to product updates.

Job description

Job Description:
The Product Support Specialist (PSS) will be responsible for working directly with our internal teams and clients to implement new product orders. The PSS is also expected to create training materials & processes for all ancillary products. The PSS will report to the Implementation Supervisor who will help guide their growth. This is a mid-level remote position, reporting out of the Headquarters location (Rockville, MD).

Essential Functions:

Process & implement new product orders (Signals, APEX, ADA, Symphony, etc.)
Become the Subject Matter Expert (SME) within DealerOn’s suites of Products
Communicate internally & externally to implement products to completion.
Accountable for analyzing performance metrics and presenting in the monthly touchpoint meetings with Client and CSM
Responsible for managing and processing incoming case requests submitted by clients or the live support team, ensuring timely resolution and accurate documentation
Proactively identify and de-escalate challenging client or business relationships, serving as the SME and participating in joint calls to ensure successful resolution and client satisfaction
Manage new third party business upon Leadership request (i.e. Go Virtual)
Create training materials & process for all ancillary products

Attend & conduct trainings related to product and feature updates
Perform other duties as assigned
Secondary tasks:
- Complete tasks from Ready for Work queue prior to due dates
- Complete dealership provided edits within proprietary content management system (CMS)

Required Skills/Experience:

1 year of prior experience in website content management
Bachelor’s degree or equivalent training
Familiarity with DealerOn proprietary technology
Strong analytical skills for compiling, interpreting, and presenting performance metrics
Proficiency in managing case workflows, with a focus on timely and efficient resolution
Strong conflict resolution and interpersonal skills, with the ability to identify, de-escalate, and manage complex client or business relationships while providing expert guidance during joint calls
Ability to work effectively under pressure
Ability to handle change quickly and efficiently
Maintain good attendance and punctuality
Experience with Salesforce & JIRA
Strong verbal and written communication
Ability to thrive in a fluid environment

Preferred Skills/Experience:

2 year of prior experience in website content management
Basic Knowledge of HTML and CSS
Familiarity with a dynamic environment
Project management experience

#LI-Remote

The targeted salary range for this position is $50,900 - $72,850.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

This position is open to US residents only.

About Us:

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.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

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

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work).

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