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.

Essential Functions: 

• Process & implement new product orders (Signals, Apex, ADA, Symphony, etc.)

• Become the Subject Matter Expert (SME) within DealerOn’s suite of Products

• Communicate internally & externally to implement products to completion. 

• 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

• Collaborate with internal teams to improve processes and product functionality

• Manage new third-party business upon Leadership request (i.e., Go Virtual)

• Create training materials & process documentation 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 

• Exceptional organizational and time-management skills, including the ability to manage client emails, maintain an organized calendar, coordinate follow-ups, and oversee case workflows to drive 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 and handle change quickly and efficiently

• Maintain good attendance and punctuality

• Experience with Salesforce

• 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 

• TaskRay or similar project management platform experience 

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.

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). A successful candidate must pass a background check as a condition of joining the team.