Product Support Specialist

Summary

Join DealerOn as a Product Support Specialist (PSS) and play a key role in implementing new product orders for internal teams and clients. You will become a Subject Matter Expert (SME) in DealerOn's product suite, communicating internally and externally to ensure successful product implementation. This mid-level remote position, based out of Rockville, MD, requires strong analytical and problem-solving skills. You will manage case requests, de-escalate challenging client relationships, and create training materials. The role offers a competitive salary and a comprehensive benefits package.

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

Responsibilities

• 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
• Complete tasks from Ready for Work queue prior to due dates
• Complete dealership provided edits within proprietary content management system (CMS)

Preferred Qualifications

• 2 year of prior experience in website content management
• Basic Knowledge of HTML and CSS
• Familiarity with a dynamic environment
• Project management experience

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