If you’re the kind of support pro who can troubleshoot, de-escalate, and explain technical fixes without making customers feel dumb, this is a strong step up. You’ll handle issues beyond entry-level support, push for first-call resolution, and help improve the knowledge base and support processes.
About DealerOn
DealerOn is an online marketing company providing website and agency services to automotive dealerships across North and South America. They build products that streamline the car-buying process and support a large dealership partner network, with recognition as an Inc. 5000 fastest-growing company multiple years.
Schedule
Remote (U.S. residents only). Full-time. The role is remote but based out of DealerOn’s HQ in Rockville, MD. Must be able to support coverage needs, and the application asks about evenings and weekends.
What You’ll Do
- Create and manage support tickets while identifying root causes and resolving issues with a focus on first-call resolution
- Handle complex customer inquiries across phone, email, and web channels within contracted service levels
- Meet or exceed daily case quotas while resolving issues professionally, empathetically, and effectively
- Use internal tools and resources to navigate processes and collaborate across teams to find solutions
- De-escalate customer concerns and explain complex technical information clearly
- Document issues, interactions, and resolutions in case management systems
- Participate in platform update meetings and provide feedback on impacts to support delivery
- Author knowledgebase articles and technical documentation for internal teams and customers
- Provide weekly and monthly production summaries to management
- Maintain awareness of process risks and apply known controls to reduce risk
What You Need
- Bachelor’s degree in Computer Science, web design, technical project management, or equivalent program/certification
- 3+ years of technical support delivery experience
- Experience in a technical contact center environment with strong troubleshooting and root-cause skills
- Strong phone-based customer service skills with empathy, professionalism, and technical clarity
- Proficiency with MS Office (Word, Excel, Outlook) and Salesforce Service Cloud
- Working knowledge of HTML, CSS, and JavaScript
- Experience with at least one CMS (WordPress, Drupal, Joomla)
- Familiarity with Google Analytics
- Working knowledge of Agile and ticketing systems like JIRA
- Ability to adapt quickly, manage unexpected demands, and contribute to continuous improvement
- 1+ year of DealerOn experience or hands-on experience with DealerOn products (listed requirement)
Benefits
- Salary range: $43,888 to $51,900
- Medical, dental, and vision insurance
- Company-matched 401(k)
- Flexible PTO plus sick leave
- 6 weeks paid parental leave
- 8 paid national holidays
- Company-paid basic life insurance
- Voluntary supplemental life, short-term and long-term disability insurance
- Voluntary pet insurance
- Optional healthcare and dependent care FSA
Mid-level support roles like this get competitive fast, especially fully remote. If you’ve got the technical chops and the calm-customer-energy, jump on it.
Solve the hard stuff. Make the customer feel handled. Leave the system better than you found it.
Happy Hunting,
~Two Chicks…