Responsibilities:
- Troubleshoot and resolve issues, including identification of the root cause
- Proactive communication and follow-up with affected customers and partners
- Maintain a big picture mindset, as an incident may indicate a widespread problem
- Creative trend analysis to resolve issues, assess impact, identify transactions that need recovery, and communicate with all stakeholders
- Recommend product enhancements, including monitoring and support tools, by defining the problem, impact, and benefits of the enhancement
- Address product issues that disrupt car buying/financing transactions
- The Product Support Specialist will ensure all impacted transactions are recovered or otherwise resolved & appropriately escalate issues when needed
- Collaborate with a variety of teams and stakeholders (Client Relationship Managers, Developers, Product Owners, Vendor Partners) to support product releases & updates
- Perform and document solution testing (regression, functional, UAT) as required
- Identify opportunities for process/solution improvements and innovations to enhance product and user experience
- Document business, system requirements and user stories for new features/enhancements
- Provide communications and demo solutions to keep leadership and application development team abreast of product updates, if required
- Be available for after-hours support as part of a rotation to provide 24/7 support
Experience:
- 5+ years of experience in Application/Software Support performing business, requirement and data analysis, solution testing and customer care
- Strong project management skills and understanding of SDLC methodologies, Agile
- Proficient with XML, SQL, Splunk & standard desktop (Microsoft Office, SharePoint)
- Curiosity – demonstrated interest and capability to investigate and solve problems.
- Excellent communication and customer service skills, both written and oral
- Highly organized and high attention to detail
- Must be able to work autonomously, adapt quickly to shifting priorities, and handle multiple projects and tasks simultaneously.
- Strong analytical skills and ability to propose creative solutions.
- Ability to establish and meet realistic schedules and deliverables, manage stakeholder expectations, and set priorities.
- Bachelor’s degree in computer science, Business and/or applicable experience is strongly preferred.
- Strongly prefer experience in automotive finance or related field.
- Strongly prefer experience with Postman, or similar tool(s), to test back-end distributed applications as well as working with working with SPLUNK logs