Senior Technical Dealer Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $64.3k - $133.8k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Mobility

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🚗 Transport

👥 B2C

Transport • B2C

Mobility is an app-based electric motosharing service operated under the ACCIONA Movilidad brand that provides short-term, pay-by-the-minute motorcycle rentals across Spanish cities. Users download the app, register, locate and reserve nearby electric motorcycles, and choose from three driving modes (Standard, Custom, Xtra) with different top speeds; trips are charged per minute with optional minute bundles and a monthly flat-rate plan. The service emphasizes sustainability (electric motors powered by 100% renewable energy), city-focused operational and parking areas, 24/7 customer support, and vehicle features such as a large trunk with two helmets, USB ports, and selectable driving modes.

📋 Description

• Serve as a subject matter expert on automotiveMastermind products, systems, processes, and initiatives. • Provide exceptional support to internal and external customers. • Resolve complex technical issues escalated from Level 1 by troubleshooting, investigating root causes, prioritizing incidents, and coordinating escalations. • Manage inbound inquiries from Business Partners and Field Teams through Slack, email, text, and video conferencing. • Document troubleshooting efforts, set stakeholder expectations, and provide status updates. • Create and maintain Knowledge Base articles, FAQs, best practices, system documentation, and training materials. • Coach, mentor, and train Level 1 team members on troubleshooting best practices, product releases, new initiatives, and support readiness. • Administer and optimize the Zendesk environment, including user management, reporting and dashboards, workflow automations, macros, web forms, and process improvements. • Participate in recruiting and interviewing new team members.

🎯 Requirements

• Bachelor's degree or 5+ years of experience in technical support, customer support operations, SaaS support, consulting, or a related field. • Strong interpersonal, written, and verbal communication skills. • Advanced troubleshooting, analytical, and problem-solving skills. • Experience managing customer relationships and delivering exceptional customer service in a fast-paced environment. • Advanced experience with relational databases, including SQL queries, joins, views, and stored procedures. • Advanced proficiency with Excel, including formulas, pivot tables, lookups, and data analysis. • Experience with ticketing and customer support platforms such as Zendesk, including documentation, workflow management, and escalation processes. • Experience creating and maintaining technical documentation, knowledge base articles, training materials, and process documentation. • Ability to independently manage competing priorities, multiple projects, and time-sensitive deadlines. • Understanding of software development methodologies and the Agile development lifecycle. • Strong attention to detail and ability to make sound, timely decisions. • Experience coaching, mentoring, onboarding, or training team members preferred. • Experience administering customer support systems, reporting platforms, dashboards, automations, or workflow tools preferred. • Previous automotive industry experience preferred. • Commitment to maintaining confidentiality and representing the company professionally. • Availability for hours between 8 AM – 8 PM Monday through Friday, plus rotating holiday and weekend phone coverage from 9 AM – 6 PM.

🏖️ Benefits

• Competitive compensation package, including base salary and incentive opportunities where applicable. • Comprehensive health and wellness benefits for employees and eligible dependents. • Retirement savings programs, including company matching contributions where available. • Flexible schedule with hours between 8 AM – 8 PM Monday through Friday. • Rotating holiday and weekend phone coverage schedule.