Junior Technical Support Specialist

Description:

The Junior Technical Support Specialist is the day-to-day point of contact for our dealer clients and the bridge between them, our internal teams, and the third-party platform providers that power their websites, CRMs, and digital tools. When a client needs a change made, you either make it happen yourself or you open, track, and drive the request through the right provider until it's live and verified.

Requirements:

Client request intake and ticket management

• Triage incoming requests: resolve directly, route internally, or open a case with the appropriate provider
• Track all open items to closure and maintain visibility on status, owner, and expected turnaround
• Proactively update internal teams on progress rather than waiting to be asked Escalate blocked or aging items to senior team members before they become client-facing problems.

Provider and vendor coordination

• Open, document, and manage support cases with website platform, CRM, and other third-party provider support teams
• Follow up persistently on outstanding cases and hold vendors accountable to committed timelines
• Translate client requests into clear, technically specific instructions the provider can act on the first time
• Verify completed vendor work matches what was requested before closing the loop with the client
• Build working relationships with recurring provider support contacts

CRM and email deployment

• Build, test, and deploy email campaigns within client CRM platforms
• Pull and segment audience lists based on campaign parameters
• Run test sends and QA content, links, subject lines, and rendering before launch
• Schedule deployments and monitor delivery, then pull and report basic performance metrics
• Troubleshoot delivery, formatting, and list issues with CRM provider support as needed

Documentation and process

• Maintain accurate, detailed notes in the ticketing system so any teammate can pick up an item mid-stream
• Contribute to and maintain internal process documentation and provider contact references
• Flag recurring issues and inefficiencies to leadership with suggested improvements.

Qualifications

Required

• 0–2 years of experience in technical support, account coordination, digital marketing operations, or a similar client-facing role
• Excellent written communication — a large share of this job is writing clear, complete requests and updates
• Strong organizational skills with proven ability to manage many concurrent open items without losing track
• Sharp attention to detail, particularly around dates, pricing, and terms where an error has real consequences
• Comfort working in web-based platforms and learning new software quickly
• Basic familiarity with how websites are structured, including the ability to read and lightly edit HTML
• Proficiency with spreadsheets and standard office software
• Self-directed follow-through — willingness to chase an open item without being reminded

Preferred

• Experience in automotive retail, at a dealership, or with an automotive marketing agency
• Familiarity with dealer website platforms such as Dealer.com, DealerOn, Dealer Inspire, Sincro, or fusionZONE
• Familiarity with automotive CRM systems such as VinSolutions, Elead, or DealerSocket
• Experience with a ticketing or project management system such as Zendesk, Jira, Asana, or HubSpot
• Working knowledge of HTML and CSS
• Email marketing platform experience, including list segmentation and campaign QA
• Basic image editing skills in Photoshop, Canva, or similar
• Exposure to Google Analytics, Google Business Profile, or similar reporting tools

Skills and Attributes

• Ownership mindset — treats an open request as yours until it's verified complete, regardless of who's doing the work
• Composure under volume — steady when several clients need something at once
• Curiosity — digs into how a platform works rather than escalating at the first unknown
• Clear translation — can take a vague client ask and turn it into a specific, actionable request