Junior Technical Support Specialist

Description

The Junior Technical Support Specialist is the day-to-day point of contact for our dealer clients and the bridge between them, our internal teams, and the third-party platform providers that power their websites, CRMs, and digital tools. When a client needs a change made, you either make it happen yourself or you open, track, and drive the request through the right provider until it's live and verified.

Requirements

Client request intake and ticket management

• •Triage incoming requests: resolve directly, route internally, or open a case with the appropriate provider
• •Track all open items to closure and maintain visibility on status, owner, and expected turnaround
• •Proactively update internal teams on progress rather than waiting to be asked Escalate blocked or aging items to senior team members before they become client-facing problems.

Provider and vendor coordination

• •Open, document, and manage support cases with website platform, CRM, and other third-party provider support teams
• •Follow up persistently on outstanding cases and hold vendors accountable to committed timelines
• •Translate client requests into clear, technically specific instructions the provider can act on the first time
• •Verify completed vendor work matches what was requested before closing the loop with the client
• •Build working relationships with recurring provider support contacts

CRM and email deployment

• •Build, test, and deploy email campaigns within client CRM platforms
• •Pull and segment audience lists based on campaign parameters
• •Run test sends and QA content, links, subject lines, and rendering before launch
• •Schedule deployments and monitor delivery, then pull and report basic performance metrics
• •Troubleshoot delivery, formatting, and list issues with CRM provider support as needed

Documentation and process

• •Maintain accurate, detailed notes in the ticketing system so any teammate can pick up an item mid-stream
• •Contribute to and maintain internal process documentation and provider contact references
• •Flag recurring issues and inefficiencies to leadership with suggested improvements.

Qualifications

Required

• •0–2 years of experience in technical support, account coordination, digital marketing operations, or a similar client-facing role
• •Excellent written communication — a large share of this job is writing clear, complete requests and updates
• •Strong organizational skills with proven ability to manage many concurrent open items without losing track
• •Sharp attention to detail, particularly around dates, pricing, and terms where an error has real consequences
• •Comfort working in web-based platforms and learning new software quickly
• •Basic familiarity with how websites are structured, including the ability to read and lightly edit HTML
• •Proficiency with spreadsheets and standard office software
• •Self-directed follow-through — willingness to chase an open item without being reminded

Preferred

• •Experience in automotive retail, at a dealership, or with an automotive marketing agency
• •Familiarity with dealer website platforms such as Dealer.com, DealerOn, Dealer Inspire, Sincro, or fusionZONE
• •Familiarity with automotive CRM systems such as VinSolutions, Elead, or DealerSocket
• •Experience with a ticketing or project management system such as Zendesk, Jira, Asana, or HubSpot
• •Working knowledge of HTML and CSS
• •Email marketing platform experience, including list segmentation and campaign QA
• •Basic image editing skills in Photoshop, Canva, or similar
• •Exposure to Google Analytics, Google Business Profile, or similar reporting tools

Skills and Attributes

• •Ownership mindset — treats an open request as yours until it's verified complete, regardless of who's doing the work
• •Composure under volume — steady when several clients need something at once
• •Curiosity — digs into how a platform works rather than escalating at the first unknown
• •Clear translation — can take a vague client ask and turn it into a specific, actionable request