Website Support Specialist

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2 - 10 employees

📋 Description

• Serve as the primary point of contact for dealers reporting website issues through email, phone, or our internal ticketing system • Participate in a phone queue, answering inbound calls from dealers and documenting support requests • Troubleshoot a wide range of website-related issues, including AEM configurations, inventory discrepancies, third party issues, and site performance concerns • Utilize knowledge of automotive inventory management systems to investigate and resolve issues with vehicle data display, missing inventory, or incorrect pricing and details • Collaborate with Tier 2 and development teams to escalate complex technical issues when necessary • Maintain accurate documentation of issues, troubleshooting steps, and resolutions within support tickets • Communicate promptly and professionally with dealers regarding technical issues, updates, and next steps • Set clear expectations on resolution timelines and provide ongoing status updates • Educate dealers on website functionality, inventory handling, and platform best practices • Use Adobe Experience Manager (AEM) to support site structure, content updates, and issue resolution • Understand how inventory data flows from third-party systems to the website, including mapping logic and feed schedules • Maintain working knowledge of DNS settings, call tracking, and third-party integrations that affect site performance • Conduct validation and QA checks to ensure technical issues are resolved accurately and thoroughly • Identify recurring support themes and contribute to process improvements, internal documentation, and knowledge base development • Provide feedback to improve support workflows, tools, and dealer-facing resources.

🎯 Requirements

• 2+ years of experience in technical support, digital platform operations, or a customer-facing role in a tech environment • Familiarity with automotive inventory management systems (e.g., Homenet, vAuto, Inventory+) and how they integrate with web platforms • Experience with content management systems, ideally Adobe Experience Manager (AEM), and a working knowledge of HTML/CSS • Comfortable handling inbound support calls and working within a phone queue • Strong organizational, communication, and problem-solving skills with the ability to prioritize effectively • Experience using ticketing systems such as SalesForce or Jira.

🏖️ Benefits

• Paid vacation and additional shutdowns around holidays • Premium full health benefits • Work from home set up allowance