Remote Data Specialist I

Summary

Join our team as a Data Support Specialist I (DS I) and contribute to the onboarding, accuracy, and maintenance of client inventory. As a mid-level technical support role, you will work side-by-side with Development and Customer Support teams, assisting with complex inventory configurations for clients.

Requirements

• Bachelor’s Degree in computer science, web design, technical project management, or equivalent program and certification
• Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate sound technical knowledge, professionalism, empathy, and communication skills
• Experience in a technical contact center environment that includes the ability to effectively troubleshoot issues to their root cause and providing accurate resolutions in a timely manner
• 4+ years of technical support delivery experience
• 2+ years of DealerOn experience or hands on experience with DealerOn’s products
• Ability to think critically and contribute to the ongoing improvement of DealerOn’s products and processes
• Ability to quickly respond to changing department priorities and manage unexpected demands in a timely manner
• Ability to work effectively as part of a team as well as the determination to take on independent initiatives
• Previous knowledge and experience working with a database (SQL)
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
• Experience with at least one content management system (CMS) such as WordPress, Drupal, Joomla
• Working knowledge with the Agile methodology and ticket management systems such as JIRA
• Ability to prioritize tasks that change frequently and manage unexpected demands
• Exhibit robust data management proficiencies
• Swiftly and precisely address customer requests, resolving them accurately
• Demonstrate adept business-to-business communication abilities
• Uphold adherence to company standards to ensure the quality of work
• Maintain a professional and amicable demeanor in all interactions

Responsibilities

• Employ a diverse array of tools and methodologies to deliver superior technical support to our clients and Tier 1 teams, while upholding adherence to industry-leading protocols, compliance requirements, and program mandates
• Execute and manage assigned casework with meticulous attention to detail, ensuring data integrity, alignment with quality benchmarks, and consistency for established procedures
• Demonstrate proficient familiarity with data analysis, our core systems, processes, applications, and the intricacies of DQL (DealerOn Query Language)
• Configure and troubleshoot inventory data syndication via FTP and API protocols (e.g., Homenet, vAuto) proficiently
• Implement intricate Lot Source configurations and data-flow logic to accommodate complex requirements
• Investigate and rectify data anomalies such as pricing discrepancies and missing vehicle/photo records via data analysis and DQL debugging
• Generate and manage data exports and imports between our platform and various third-party and OEM program sources
• Provide technical troubleshooting guidance and effectively communicate complex subject matter support to internal and external stakeholders
• Monitor departmental Slack channels to offer timely assistance to colleagues and external teams including escalated support requests
• Deliver comprehensive phone support to clients, interdepartmental teams, and third-party entities
• Swiftly troubleshoot and resolve customer data inquiries with precision and efficiency
• Act as a mentor to newly onboarded personnel, offering guidance and support in acclimating to their roles
• Contribute to the maintenance and optimization of internal systems through structured overhaul initiatives
• Actively author technical Knowledgebase articles and other technical documentation for consumption by the support team and customer community

Preferred Qualifications

• Minimum of 3 or more years of relevant experience
• Proficient in thriving within fast-paced environments
• Working knowledge of HTML/CSS
• Exceptional Interpersonal skills
• Advanced abstract problem-solving capabilities, demonstrating a willingness to explore diverse perspectives and solutions
• Strong working knowledge of the Internet operations, computer systems and Microsoft Office products (Word, Excel and Outlook)

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