Dealer Support Representative

SGS_JOB_2143

Engineering
 Iowa
Dealer
Tier
Customer

Contract - 1 year (possible extension)

Location : Johnston, IA USA 50131. As a Tier 1 Dealer Support Representative on the Expert Connect team, you will serve as the first point of contact for dealers using the Expert Connect internal ticketing system. You will provide timely, knowledgeable assistance primarily through chat, with occasional support via phone, email or Microsoft Teams meetings. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about technology and customer support.

Job Responsibilities:

  • Frontline Support & Troubleshooting: Serve as the first point of contact for dealers and colleagues, providing Tier 1 support and troubleshooting through the Expert Connect ticketing system.
  • Documentation & Escalation: Accurately document dealer interactions and escalate complex issues to Tier 2 support or product teams as needed.
  • Cross-Functional Collaboration: Work closely with dealer success associates, product managers, and other internal stakeholders to enhance dealer satisfaction and drive platform adoption.
  • Feedback Relay: Capture dealer feedback and feature requests and relay them to product teams to inform future improvements.

Skills:

  • Customer Service Experience: Minimum of 1 year in customer support, technical assistance, or a related field.
  • Strong Communication: Ability to communicate clearly and empathetically, especially with frustrated users.
  • Technical Aptitude: Comfort with digital tools and eagerness to learn the product ecosystem.
  • Time Management: Skilled at prioritizing tasks in a dynamic, team-oriented setting.
  • Growth Mindset: Proactive approach to learning and continuous improvement.  

Education/Experience:

  • Preferred: Bachelor’s degree in Business, Communications, or a related field (or an equivalent combination of education and experience)

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