Dealer Support Specialist

V2Soft is a global leader in IT services and business solutions, delivering innovative and cost-effective technology solutions worldwide since 1998. We have headquarteerd in Bloomfiled Hills, MI and have 16 offices spread across six countries. We partner with Fortune 500 companies to address complex business challenges. Our services span AI, IT staffing, cloud computing, engineering, mobility, testing, and more. Certified with CMMI Level 3 and ISO standards, V2Soft is committed to quality and security. Beyond our work, we actively support local communities and non-profits, reflecting our core values. Join us to be part of a dynamic and impactful global company! Please visit us at www.v2soft.com to know more .

Job Summary:

The Specialist, Digital Support (DSS) is responsible for providing technical support to Ford Dealers and Lincoln Retailers across all regions. The DSS will partner with vendors, internal team members and Digital Performance Consultants (DPCs) to assess and resolve customer product inquiries. The Specialist, Digital Support has a significant impact on Dealer/Retailer satisfaction by providing resolution to complex technical problems. Whether by phone or email, the DSS will exhibit professionalism, understanding dealer needs and maintaining extensive product knowledge. This position is best suited for those with a natural curiosity and sense of urgency with problem-solving.

Essential Job Functions:

1. Be the face of FordDirect to Dealers and vendors for technical and product support needs. 2. Field Dealer/Retailer inbound calls and emails, troubleshooting and resolving concerns, maximizing satisfaction and retention. 3. Promote FordDirect products which may address/improve current Dealer/Retailer issues, forwarding leads to field team members. 4. Take ownership of open cases, finding workarounds, documenting the status and proactively following-up to ensure timely resolution and excellent customer service. 5. Utilize ticketing systems to open help desk tickets and identify trends of technical problems to prevent future occurrences. 6. Document interactions with Dealer/Retailer customers and vendors in the CRM system, providing clear visibility into customer interactions for field team and other team members. 7. Work closely with vendors to investigate product issues, escalating product and/or vendor performance concerns as needed. 8. Evaluate dealer/retailer credit requests for Leads, determining the validity and applying reimbursement if applicable. 9. Work cross-functionally within FordDirect to support and/or execute product pilots, launches, and User Acceptance Testing (UAT). 10. Provide feedback and suggestions for product improvements and the overall customer experience. 11. Maintain and apply deep product knowledge to determine root-cause of issues, continuously helping dealers/retailers reach their goals of selling more cars and trucks.

Other Responsibilities:

Other responsibilities as assigned

Minimum Qualifications and Job Requirements:

Customer service experience using online, web-based applications required. Interfacing with automotive retailers preferred Customer Relationship Management (CRM) tools and Digital Marketing preferred. Tech savvy, with the ability to quickly navigate between multiple online systems and platforms. Exceptional communication skills and experience managing difficult conversations. Naturally curious, with sound judgment and a persistent approach to problem-solving. Knowledge of dealership operations is preferred. Proactively problem-solve and multitask while maintaining composure and attention to detail. Follow through mindset to uphold a 'close the loop' culture. A positive approach to serving customers and providing exceptional customer service. Ability to demonstrate good judgment, high ethics, and project a professional image. Ability to work independently and as a collaborative team member with a positive 'can do' attitude. The drive to identify and seize opportunities for continuous improvement as business needs change. Excellent organization, flexibility and time management skills and the ability to work in a dynamic, deadline driven environment. Exceptional interpersonal and business communication skills (written

Preliminary Screening Questions:

Does candidate automotive support experience? Does candidate have digital/website technical support experience V2Soft is an Equal Opportunity Employer ( EOE). We welcome applicants from all backgrounds, including individuals with disabilities and veterans.

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