Serve as the primary support contact for dealers and customers, providing guidance on the full functionality of Excelerator and Excelerator Analytics
Respond to inquiries and troubleshooting issues promptly and professionally to ensure a seamless purchasing experience
Support and manage a ticketing system to track, prioritize, and resolve support requests efficiently
Establish and build key performance indicators to monitor support trends and recurring issues, identifying opportunities for process improvements and proactive solutions
Participate in testing new platform features, providing feedback on usability, performance, and potential enhancements
Collect and synthesize user feedback from dealers and customers to inform product development and guide future enhancements
Collaborate with cross-functional teams, including product, sales, and operations, to align support efforts with strategic goals
Document support processes and best practices, contributing to internal knowledge bases and training materials
Advocate for the user experience, ensuring customer and dealer needs are represented in future releases and support strategies

Bachelor’s degree in Business, Information Systems, Operations, or related field OR 6 years relevant experience in lieu of a degree
2+ years of experience in digital operations, customer support, or eCommerce management
Excellent communication skills, with the ability to convey information clearly, professionally, and effectively in both verbal and written formats
Organized and detail-oriented, especially when tracking inquiries or documenting support interactions
Demonstrates the ability to quickly learn new systems and efficiently adjust to changes in tools, features, and workflow processes
Skilled in creating and maintaining Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and internal knowledge bases to streamline support operations
Communicate user feedback and propose feature enhancements to internal teams and leadership to support ongoing product development and innovation
Knowledge of key performance indicators such as, first response time, resolution rate, and first contact resolution

Digital Support Specialist

Key skills