Product Support Specialist

March 7

🦀 Maryland – Remote

Although this job is listed in Maryland, this company may be open to hiring remote in other states.

💵 $50.9k - $72.8k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

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DealerOn

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DealerOn is a company that specializes in providing high-converting websites, SEO, and digital advertising solutions specifically tailored for the automotive industry. They offer mobile-friendly dealership websites designed to transform visitors into loyal customers, highly targeted digital advertising campaigns, and localized SEO strategies to ensure their clients' dominance on search engines. DealerOn aims to enhance the car buying experience through seamless digital retailing options, offering features such as lease and finance payments along with instant approvals. Their solutions are designed to increase efficiency, generate leads, and boost sales for dealerships, both independent and part of large enterprise groups. With an extensive suite of tools and a data-driven approach, DealerOn strives to help dealerships sell more cars profitably while maintaining compliance with privacy and accessibility laws. Known for their award-winning support and customer satisfaction, DealerOn is dedicated to offering cutting-edge marketing solutions to automotive dealerships across the Americas.

car • dealer • website • marketing • online

201 - 500 employees

Founded 2004

🤝 B2B

🛍️ eCommerce

📋 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. • 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. • Serve as the SME and participate 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.

🎯 Requirements

• 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

🏖️ 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