Technical Support Specialist — Web & Software

Serve as the first line of technical support for dealership teams using TrailerFunnel’s web and software platform.

Responsibilities

• Triaging and resolving support tickets across multiple queues; route items to the appropriate team when needed
• Answer support calls and guide dealership staff through issues using clear, plain-language explanations
• Assist dealers with platform configuration, including inventory tools, account settings, and tracking setup
• Handle account-level requests such as domain and email changes, coordinating with outside providers when required
• Maintain queue momentum by setting expectations, following up, and closing the loop on tickets

Requirements

• Strong general technical fluency; comfortable navigating unfamiliar software, settings panels, and admin dashboards without hand-holding
• Fast learner with a track record of taking ownership of systems you have not used before
• Working mental model of how websites, hosting, domains, and online accounts connect
• Ticketing experience with Intercom, Zendesk, or a similar system, managing a mixed queue under real triage pressure
• Clear, patient communication in both written support and phone calls with non-technical clients

Technologies

• Intercom
• Zendesk
• WordPress
• DNS
• Google Ads
• GA4

Nice to Have

• WordPress or similar platforms
• DNS, email hosting, or domain administration
• Google Ads, GA4, or basic SEO knowledge
• SMB SaaS or managed-services support experience
• Dealership, automotive, or powersports background

What Helps You Succeed

• Strong triage instincts: identify what to solve immediately, what to escalate, and where responsibilities end
• Learner’s reflex: dig into new tools and issues rather than passing them along
• Even keel: stay steady when customers are frustrated
• Precision: double-check before making changes that are hard to undo

Compensation & Benefits

• Salary: $52,000 - $59,000 per year (based on experience)
• Pay: $52,000.00 - $59,000.00 per year
• Medical, dental, and vision coverage
• Paid time off
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Vision insurance

Work Location

• In person
• Grand Rapids, MI (onsite)