Technical Support Representative - II
Job Description
Remote Technical Support Representative II role focused on advanced troubleshooting for dealership software, integrations, and customer escalations.
Responsibilities
- Act as the main escalation point for advanced technical support issues coming from Tier I
- Diagnose and resolve software, application, and integration problems for dealership customers
- Work with developers to investigate bugs, share customer feedback, and align on recommended solutions
- Keep detailed records of customer issues, resolutions, and account history
- Own support tickets from intake through resolution, including timely customer updates
- Coordinate with internal teams and third-party vendors to drive technical fixes to completion
- Monitor customer installations and provide status communication during the implementation process
- Spot recurring issues and suggest process or product improvements
- Provide strong customer service and maintain positive client relationships
- Support onboarding for new customers and ongoing support for existing accounts
Requirements
- 2+ years of experience in technical support, help desk, or software support
- Experience supporting automotive dealership software or related technology
- Familiarity with dealership platforms such as CDK, HomeNet, Cox Automotive, Dealer.com, or similar systems
- Knowledge of inventory feeds, data syndication, and dealership software integrations
- Experience using ticketing/help desk systems
- Strong troubleshooting and analytical skills
- Excellent written and verbal communication skills
- Experience with Google Workspace
- Ability to work independently in a remote environment while collaborating with a team
- Strong organizational skills with the ability to manage multiple priorities
Technologies
- CDK
- HomeNet
- Cox Automotive
- Dealer.com
- Google Workspace
Education
- High school or equivalent
Compensation
- USD 65,000 per year
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Preferred Qualifications
- Experience working directly with automotive dealerships
- Ability to explain technical concepts to non-technical users
- Passion for delivering an exceptional customer experience
- 2+ years of technical support, help desk, or software support experience
Application Question
- Do you have any professional experience working in the automotive industry? If yes, please briefly describe your experience
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