Sr. Technical Dealer Support Specialist at Mobility Global

Job description

Senior Technical Dealer Support Specialist Why Mobility Global? At Mobility Global, our mission is to provide the trusted information that helps billions of people build, sell, and own vehicles with confidence. As we shape the next generation of automotive intelligence through innovation, AI, and industry-leading data, we're creating new opportunities for our customers, our business, and our people. Founded in 2012, automotiveMastermind, a part of Mobility Global, is the automotive industry's trusted data and technology provider. The company drives greater salesperson efficiency through its use of Actionable Intelligence and personalized experience. Through a combination of behavioral predictive analytics, targeted marketing outreach, and expert consulting, automotiveMastermind empowers dealers and OEMs to seamlessly blend data and intelligence with personalized insights. Our Company was founded on the idea that there are patterns in people’s behavior that, with the right logic, can be used to predict future outcomes. We are a small but rapidly growing organization that works in partnership with our customers to create solutions that are simply not found anywhere else. We work in groups rather than in structured corporate hierarchies; our culture is creative and entrepreneurial where everyone contributes to company goals in very real way. We are a hardworking group, but we have a lot of fun with what we do and are looking for new people with a similar mindset to join the organization. Our proprietary software-as-a-service helps automotive dealerships and sales teams better understand and predict exactly which customers are ready to buy, the reasons why, and the key offers and incentives most likely to close the sale. Its micro-marketing engine then delivers the right message at the right time to those customers, ensuring higher conversion rates and a stronger ROI . What You'll Do • Serve as a subject matter expert on automotiveMastermind products, systems, processes, and initiatives while providing 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 to other support teams as needed. • Manage inbound inquiries from Business Partners and Field Teams, documenting troubleshooting efforts, setting stakeholder expectations, and providing updates through Slack, email, text, and video conferencing. • Create and maintain knowledge resources, including Knowledge Base articles, FAQs, best practices, system documentation, and training materials to improve team effectiveness and customer self-service. • Coach, mentor, and train Level 1 team members on troubleshooting best practices, product releases, new initiatives, and overall support readiness. • Administer and optimize the Zendesk environment, including user management, reporting and dashboards, workflow automations, macros, web forms, process improvements, and participation in recruiting and interviewing new team members. What We're Looking For • 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 with the ability to build relationships and effectively communicate with both technical and non-technical audiences. • Advanced troubleshooting, analytical, and problem-solving skills with the ability to investigate complex issues and identify root causes. • Demonstrated 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 working with ticketing and customer support platforms such as Zendesk, including do