Dealer Support Liaison

Grade Level (for internal use):

Our International Dealer Support Team is dedicated to providing top-tier assistance to both internal and external customers, ensuring they receive the expertise and solutions needed. We thrive on collaboration, adaptability, and a passion for delivering exceptional support in a fast-paced industry. As a Dealer Support Liaison, you’ll play a vital role in resolving technical issues, equipping our field team with the tools for success, and strengthening partnerships with our dealers. Your contributions will be critical to the success of our company, making a real impact every day. If you’re a problem-solver who enjoys teamwork and dynamic challenges, we’d love to have you on board!

A Successful Dealer Support Liaison Will:

• Develop an expert level knowledge of all automotiveMastermind's Product systems, processes and initiatives.

• Respond to all inbound Business Partner and Field Team inquiries/requests and escalate to the appropriate team when necessary.

• Document all troubleshooting steps and errors for escalated incidents and ensure reassignment to the appropriate team (Tier 3, Escalation, Product, Development).

• Resolve technical issues for Business Partners by troubleshooting and investigating problems, prioritize and escalate issues, manage and optimize issue workflow, and proactively identify support needs.

• Analyze support data to identify trends and communicate actionable insights to product stakeholders and Sales.

• Communicate effectively between all departments.

• Continue to develop the knowledgebase of FAQs, Best Practices, system guides, and training materials.

• Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.

• Maintain a comprehensive strategy for communicating pertinent system/process updates to Business Partners.

• In collaboration with the training specialist, provide feedback for training manuals/materials for dealers and new DRM's.

• Provide outstanding technical support and build successful long-term relationships with both internal and external customers.

• Set expectations with all stakeholders and customers using digital communication via Slack, text, email, video conferencing.

• Understand the company goals and purpose so the Dealer Support Liaison will continually enhance the company's performance.

• Embracing company initiatives and deliverables with continuous enhancements to performance and customer service.

Who you are:

• 3 year’s experience in customer support operations, troubleshooting complex issues, and/or consulting role.

• Superior interpersonal communication skills, excellent customer service skills, ability to work independently.

• Understanding of technical concepts, problem-solving, detail oriented, self-starter.

• In-depth understanding of customer service values and strategies, with the ability for turning users frustrated with their experience into delighted customers.

• Demonstrable experience in Customer Support or …