Digital Support Specialist

Title:
Digital Support Specialist
Job #: 25553-1

Location:

Fort Mill, SC
Duration: 1+ year contract

The Aftermarket Digital Experience team leads the industry with Excelerator, our cutting edge eCommerce platform that delivers a seamless search-find-buy experience empowering customers to purchase parts, connectivity services, and extended coverage.

As a Digital Support Specialist, you will serve as the primary point of contact for our dealer network and customers, guiding users through the full capabilities of Excelerator. This role is critical to deliver timely, accurate support that ensures a smooth, successful purchasing experience. You will also manage the Independent Repair Facility (IRF) program, which extends enhanced benefits to eligible repair facilities, driving improved customer experiences and meaningful revenue growth for our dealer network.

As the program steward, you will oversee customer eligibility, provision access credentials, and serve as a trusted resource for dealers, customers, and field teams. In addition, you will actively gather and synthesize feedback from dealers and customers, translating real-world insights into actionable recommendations for the product development team. Your contributions will directly shape future enhancements, ensuring new capabilities are aligned to customer needs and deliver measurable business impact.

What You will Drive

• Serve as the primary support contact for dealers and customers, providing guidance on the full functionality of Excelerator.

• Field questions and issues from dealers and customers, investigate and analyze as appropriate, and respond in a prompt, professional manner.

• Escalate complex issues to business leads, technical teams, or other teams as appropriate.

• Collect and synthesize user feedback from dealers and customers to inform product development and guide future enhancements.

• Document support processes and best practices, contributing to internal knowledge bases and training materials.

• Establish and build key performance indicators to monitor support trends and recurring issues, identifying opportunities for process improvements and proactive solutions.

• Participate in testing new platform features, providing feedback on usability, performance, and potential enhancements.

• Oversee the Independent Repair Facility (IRF) program, including:
o Evaluating repair facility eligibility in alignment with established program guidelines.
o Provisioning access to approved facilities in a timely and accurate manner.
o Serving as a primary point of contact for dealers, customers, and field teams for program-related questions and access support.

Knowledge You Should Bring

• Bachelor's degree in business, Information Systems, Operations, or related field.

• 2+ years of experience in software operations, customer support, or eCommerce management.

• Excellent communication skills, with the ability to convey information clearly, professionally, and effectively in both verbal and written formats.

• Organized and detail-oriented, especially when tracking inquiries or documenting support interactions.

• Ability to quickly learn new systems and adapt efficiently to evolving tools, features, and workflows.

• Proven ability to manage multiple priorities simultaneously, adjusting focus based on business needs.

• Strong continuous improvement mindset, with a focus on delivering incremental, measurable process enhancements.

• Skilled in creating and maintaining Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and internal knowledge bases to streamline support operations.

• Knowledge of key performance indicators such as, first response time, resolution rate, and first contact resolution. Exceptional Candidates Might Have

• Experience in the automotive or heavy-duty truck industry, especially in aftermarket services.

• Hands-on knowledge of support platforms like Zendesk, Service Now, or Salesforce for tracking, prioritizing, and resolving user inquiries.

• Proficiency in data visualization and business intelligence tools such as Power BI or Tableau, with the ability to build, interpret, and maintain dashboards and reports.

• Proficiency in…