Tech Operations Analyst - Level 2 - Remote (NO C2C)

• Act as the primary escalation point for dealer support issues, providing expertise in troubleshooting and problem resolution.
• Work collaboratively with the Level 1 Service Desk, technical teams, business teams, and dealership users to resolve escalated issues, ensuring high-quality service for dealers.
• Independently manage and track assigned support tickets daily, ensuring quick resolution or appropriate escalation of dealer issues.
• Address additional support needs as outlined by the Business Operations Management team, including special projects and ongoing trend analysis.
• Maintain up-to-date knowledge of products and services, and provide education to dealers and stakeholders (such as the Level 1 Service Desk) when needed.
• Support teammates in identifying and implementing opportunities for continuous improvement within Business Operations, promoting innovation to enhance customer service.
• Participate in the Business Operations On-Call Support rotation, including occasional evening and weekend shifts.
• Revise certification programs for products as enhancements and changes are introduced.
• Ensure compliance with safety, security, and privacy standards across all responsibilities.
• Follow all audit and security policies and procedures.

Knowledge

• Basic understanding of workflow management, with the ability to identify improvement needs and opportunities.
• Familiarity with automotive dealership financing and sales processes is a plus, but not essential.
• Knowledge of relevant products, teams, customers, and processes will be developed on the job.

Skills

• Strong analytical and problem-solving abilities.
• Experience in customer service and support within a software or technology organization, preferably in a B2B eCommerce setting, is beneficial but not required.
• Familiarity with service desk and call center technologies (e.g., CA Service Desk, Salesforce, etc.).
• Experience with analytics tools, such as Acoustic Tealeaf, is a plus.
• Basic knowledge of XML/HTML is an advantage.

Abilities

• Ability to work effectively in a collaborative team environment, think critically, solve problems, learn new technologies, and adapt to change.
• Excellent verbal and written communication skills.
• Strong organizational and analytical capabilities.
• Ability to multitask and manage multiple customer support threads simultaneously.
• Effective time management skills and the ability to prioritize tasks.
• Strong relationship-building skills within and across teams.
• Ability to thrive in a fast-paced and evolving environment.
• Exceptional attention to detail.

Other Essential Requirements

• Bachelor's degree in business or a technical field, or equivalent work experience.
• 2-3 years of relevant experience.
• Prior experience in technology customer service or a related field is advantageous.
• Experience in automotive finance or related consumer finance is a plus.