Job Description

The Data Support Specialist I (DS I) is a mid-level technical support role responsible for the on-boarding, accuracy, and maintenance of all client inventory. The Data Support team works side-by-side with the Development and Customer Support teams by assisting with complex inventory configurations for clients. This position facilitates technical data and product expertise for issues beyond the scope of the Customer Support (CS) and Enterprise (ENT) teams. As a Data Support specialist, you will be tasked with the responsibility of completing the cases assigned to you during the day via SalesForce, handle inbound client calls, and support our internal teams on all aspects of inventory data via escalation channels. In addition to daily responsibilities, you will be tasked with more complex projects to complete and will be held to a high level of accuracy and attention to detail. This is a remote mid-level position, based out of the Headquarters office (Rockville, MD).

Essential Functions

• Employ a diverse array of tools and methodologies to deliver superior technical support to our clients and Tier 1 teams, while upholding adherence to industry-leading protocols, compliance requirements, and program mandates.
• Execute and manage assigned casework with meticulous attention to detail, ensuring data integrity, alignment with quality benchmarks, and consistency for established procedures.
• Demonstrate proficient familiarity with data analysis, our core systems, processes, applications, and the intricacies of DQL (DealerOn Query Language).
• Configure and troubleshoot inventory data syndication via FTP and API protocols (e.g., Homenet, vAuto) proficiently.
• Implement intricate Lot Source configurations and data-flow logic to accommodate complex requirements.
• Investigate and rectify data anomalies such as pricing discrepancies and missing vehicle/photo records via data analysis and DQL debugging.
• Generate and manage data exports and imports between our platform and various third-party and OEM program sources.
• Provide technical troubleshooting guidance and effectively communicate complex subject matter support to internal and external stakeholders.
• Monitor departmental Slack channels to offer timely assistance to colleagues and external teams including escalated support requests.
• Deliver comprehensive phone support to clients, interdepartmental teams, and third-party entities.
• Swiftly troubleshoot and resolve customer data inquiries with precision and efficiency.
• Act as a mentor to newly onboarded personnel, offering guidance and support in acclimating to their roles.
• Contribute to the maintenance and optimization of internal systems through structured overhaul initiatives.
• Actively author technical Knowledgebase articles and other technical documentation for consumption by the support team and customer community.

Required Skills/Experience

• Bachelor’s Degree in computer science, web design, technical project management, or equivalent program and certification.
• Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate sound technical knowledge, professionalism, empathy, and communication skills.
• Experience in a technical contact center environment that includes the ability to effectively troubleshoot issues to their root cause and providing accurate resolutions in a timely manner.
• 4+ years of technical support delivery experience.
• 2+ years of DealerOn experience or hands on experience with DealerOn’s products.
• Ability to think critically and contribute to the ongoing improvement of DealerOn’s products and processes.
• Ability to quickly respond to changing department priorities and manage unexpected demands in a timely manner.
• Ability to work effectively as part of a team as well as the determination to take on independent initiatives.
• Previous knowledge and experience working with a database (SQL).
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
• Experience with at least one content management system (CMS) such as WordPress, Drupal, Joomla.
• Working knowledge with the Agile methodology and ticket management systems such as JIRA.
• Ability to prioritize tasks that change frequently and manage unexpected demands.
• Exhibit robust data management proficiencies.
• Swiftly and precisely address customer requests, resolving them accurately.
• Demonstrate adept business-to-business communication abilities.
• Uphold adherence to company standards to ensure the quality of work.
• Maintain a professional and amicable demeanor in all interactions.

Preferred Skills/Experience

• Minimum of 3 or more years of relevant experience.
• Proficient in thriving within fast-paced environments.
• Working knowledge of HTML/CSS.
• Exceptional Interpersonal skills.
• Advanced abstract problem-solving capabilities, demonstrating a willingness to explore diverse perspectives and solutions.
• Strong working knowledge of the Internet operations, computer systems and Microsoft Office products (Word, Excel and Outlook).

This position is open to US residents only.

The salary range for this position is $43,888 - $57,950. The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

Perks and Benefits

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-Verify Participation and Right to Work). A successful candidate must pass a background check as a condition of joining the team.

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