Dealer Partner Support Specialist - Level 1 (Canada) in Haciendas del Canada, Nuevo León at AutoFi
Job Description
About the Role
Reporting to the Manager, Partner Support Services, the Dealer Partner Support Specialist is responsible for supporting the ongoing operational health, configuration, and functionality of AutoFi's products and services for our Dealership and Dealer Group partners. Acting as a key point of contact and subject matter expert following implementation, this role responds to partner inquiries, manages program adjustments, troubleshoots issues, and works collaboratively with internal teams and external vendors to ensure programs function as intended and continue to meet evolving business needs.
Partner Support Services plays a key role in operating as the first line of support for all of AutoFi’s clientele. They triage and prioritize all incoming requests, resolve general inquiries, make program settings adjustments, work with vendors to align on integrated functionality, and ensure Clients/Partners are able to connect with the appropriate resources. They monitor expected program functionality, proactively taking steps to resolve potential gaps and capitalize on enhancement opportunities.
An ideal candidate will be a detail-oriented, resourceful problem solver who combines strong customer service skills with technical aptitude and a commitment to accuracy. They will be comfortable managing competing priorities, investigating issues independently, and communicating effectively with both technical and non-technical stakeholders in a fast paced environment. Success in this role requires accountability, sound judgement, adaptability and a proactive approach to maintaining program health and delivering an exceptional partner experience. This position includes occasional scheduled evening and weekend support coverage to accommodate Dealerships operating hours. Each member of our team is challenged to contribute in a variety of capacities across the entire organization and show their individual strengths, from product to customer experience.
- Participate in and contribute to a collaborative, accountable team environment with a culture of open communication through knowledge sharing, constructive feedback, and a willingness to support shared priorities.
- Develop and maintain proficiency in AutoFi's product suite, integration capabilities, and Dealer Partner use cases, providing informed recommendations to optimize program configurations and functionality.
- Serve as a primary point of contact for Dealer Partners, responding to inquiries, resolving issues, and managing requests professionally and efficiently in accordance with expected service levels.
- Maintain and optimize Dealer Partner program settings, configurations, features, and integrations, including working with JSON, XML, CSS, and Regex as needed.
- Independently validate completed work to ensure configuration changes are accurate, complete, and functioning as intended before considering requests resolved.
- Perform initial troubleshooting of configuration, integration, and functional issues as needed to identify root causes, resolve common problems, and escalate more complex issues with appropriate supporting details.
- Collaborate with Account Management, Product, Engineering, and other internal teams, as well as external vendors, to coordinate solutions and support evolving Dealer Partner needs.
- Proactively monitor Dealer Partner programs to identify functional anomalies, configuration gaps, and opportunities to improve program performance and reliability.
- Manage a concurrent workload of approximately 20-30 assigned requests through to resolution against expected SLAs, effectively balancing competing priorities, maintaining accurate case documentation, clear stakeholder communication, and timely follow-up through phone, email and text, leveraging specific internal and vendor communications platforms where applicable.
- Identify recurring issues and opportunities to improve support processes, contributing to the development of standardized procedures, documentation, and best practices, inclusive of the nuances, pros and cons of various approaches.
- Support first-line inquiries across AutoFi's broader Partner ecosystem as needed through phone, chat and email, leveraging available tools, including AI-assisted solutions, to improve efficiency and effectiveness.
- Participate in scheduled after-hours support coverage, including a minimum of one Saturday per month.
- 2-3 years experience working in customer support, technical support, account management or a related customer-facing role, preferably within the SaaS environment.
- Strong attention to detail, with a demonstrated ability to accurately execute, validate and document work
Analytical and critical thinking skills, including the ability to independently investigate issues, troubleshoot basic technical problems, and determine when escalation is appropriate. - Excellent written/verbal communication skills, with the ability to explain technical concepts clearly and navigate challenging customer interactions
- Strong organizational and time management skills, with the ability to prioritize competing requests and meet established service expectations
- Technical aptitude and comfort working with software configurations, system settings, integrated applications and AI Agents
- A proactive, accountable approach to problem-solving, with the ability to work independently and collaboratively across teams
- Flexibility to participate in scheduled evening and weekend coverage including a minimum of one Saturday per month
- Familiarity with automotive dealership operations, business models, and personnel responsibilities strongly preferred.
- Working knowledge of APIs, JSON, XML, HTML, CSS, and Regex strongly preferred
- Experience using Salesforce, Jira, Postman, or similar CRM, case management, and API troubleshooting tools preferred.
- Experience using AI-assisted tools to improve productivity, troubleshooting, or customer support workflows preferred.
$60,000 - $65,000 a year
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