Senior Technical Dealer Support Specialist

What You'll Do
• Serve as a subject matter expert on automotiveMastermind products, systems, processes, and initiatives while providing exceptional support to internal and external customers.
• Resolve complex technical issues escalated from Level 1 by troubleshooting, investigating root causes, prioritizing incidents, and coordinating escalations to other support teams as needed.
• Manage inbound inquiries from Business Partners and Field Teams, documenting troubleshooting efforts, setting stakeholder expectations, and providing updates through Slack, email, text, and video conferencing.
• Create and maintain knowledge resources, including Knowledge Base articles, FAQs, best practices, system documentation, and training materials to improve team effectiveness and customer self-service.
• Coach, mentor, and train Level 1 team members on troubleshooting best practices, product releases, new initiatives, and overall support readiness.
• Administer and optimize the Zendesk environment, including user management, reporting and dashboards, workflow automations, macros, web forms, process improvements, and participation in recruiting and interviewing new team members.

What We're Looking For
• Bachelor's degree or 5+ years of experience in technical support, customer support operations, SaaS support, consulting, or a related field.
• Strong interpersonal, written, and verbal communication skills with the ability to build relationships and effectively communicate with both technical and non-technical audiences.
• Advanced troubleshooting, analytical, and problem-solving skills with the ability to investigate complex issues and identify root causes.
• Demonstrated experience managing customer relationships and delivering exceptional customer service in a fast-paced environment.
• Advanced experience with relational databases, including SQL queries, joins, views, and stored procedures.
• Advanced proficiency with Excel, including formulas, pivot tables, lookups, and data analysis.
• Experience working with ticketing and customer support platforms such as Zendesk, including documentation, workflow management, and escalation processes.
• Experience creating and maintaining technical documentation, knowledge base articles, training materials, and process documentation.

oAbility to independently manage competing priorities, multiple projects, and time-sensitive deadlines.
• Understanding software development methodologies and the Agile development lifecycle.
• Strong attention to detail and demonstrated ability to make sound, timely decisions.
• Experience coaching, mentoring, onboarding, or training team members preferred.
• Experience administering customer support systems, reporting platforms, dashboards, automations, or workflow tools preferred.
• Previous automotive industry experience preferred.
• Commitment to maintaining confidentiality and representing the company professionally.

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.

The anticipated annual base salary range for this position is $64,320.00 - $133,799.00. Actual compensation within this range will be determined based on a variety of factors, including geographic location, relevant experience, skills, qualifications, and internal equity considerations.

What's In It for You
• Competitive compensation package, including base salary and incentive opportunities where applicable.
• Comprehensive health and wellness benefits for employees and eligible dependents.
• Retirement savings programs, including company matching contributions where available.
• For more information on benefits, please check out our benefits: https://mobilityglobalbenefits.com/us/benefits-summary