Technical Support Specialist II

Responsibilities

• Support Aftermarket Service Product (ASP) initiatives and drive overall service revenue aligning with DTNA’s Go2030 strategy
• Manage inquiries submitted through the ASP Help Box, ensuring timely and accurate responses
• Process quote requests, policy upgrades/downgrades, and cancellations
• Address customer questions related to pricing, eligibility, and coverage concerns
• Troubleshoot minor quoting and system-related issues
• Resolve inquiries regarding claims and invoices
• Communicate effectively via help box, Remedy system, online chat, and phone
• Respond to questions about policy details, coverage, and component specifics
• Handle policy exceptions and elevate as needed
• Troubleshoot INT
  61 system errors to ensure smooth operations
• Manage WSC System tasks, including Remedy ticket resolution
• Maintain and update pricing work lists
• Support requests from national accounts and the product team
• Coordinate with regional sales teams and District Sales Managers (DSMs)
• Monitor and manage the OWL pending queue and TCOs
• Assist with PM claim processing and OWL system updates
• Perform bi-monthly exchange rate updates
• Handle dealer transactions, including issuing credits and debits
• Maintain and update data book codes, pricing structures, compatibility records, Specpro, and IMS systems

• BS/BA AND 2-4 years of relevant experience OR 6 years of relevant experience in lieu of degree
• Working knowledge and expanded professional experience in job field
• Understanding of key business drivers
• Works independently within guidelines and policies to solve problems and provide sales support
• Provides informal guidance to new and existing team members
• Will lead projects or processes as required