Product Support Specialist

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 years 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.