The Operations Support - Level II Analyst will serve as the primary escalation point for dealer and other RouteOne customer support needs that require specialized attention outside the capabilities of the RouteOne Level 1 Service Desk. Responsibilities include troubleshooting escalated dealer-facing issues with RouteOne products and services, working to ensure issue resolution for dealers, interacting with expanded RouteOne stakeholder teams to ensure resolution, and acting as subject matter experts on RouteOne products and services. This role requires exceptional communication skills, a cool, calm demeanor that can help focus and direct solutions to problems, strong analytical abilities, and an exceptional attention to detail and follow-through.
Act as first tier of escalation for dealer support issues, acting as subject matter and troubleshooting expert.
Interact with RouteOne Level 1 Service Desk, RouteOne technical and business teams, and dealership users to resolve issues as they are escalated, ensuring that dealers are receiving high touch and exemplary service for any escalated issues.
Self-monitor and manage assigned support tickets daily, ensuring rapid resolution (or escalation when needed) of dealer support issues.
Monitor and manage additional support needs, when and as defined by Business Operations Management team, including, but not limited to, special project assignments, ongoing trend reporting, etc.
Ensure ongoing familiarity and expertise with RouteOne products and services, with ability to educate RouteOne dealers and expanded stakeholders (e.g., Level 1 Service Desk) as needed.
Assist teammates in identification and implementation of continuous improvement needs for Business Operations, when applicable, and advocate for constant innovation and improvements to improve RouteOne customer service.
Participate in Business Operations On-Call Support rotation (inclusive of occasional evening and weekend rotations).
Update iterations of certification programs by product as enhancements and changes are released.
Maintain safety, security, and privacy standards throughout all areas of responsibility.
Adhere to all RouteOne Audit/Security policies and procedures.
Basic understanding of workflow management, with ability to identify needs and opportunities for improvement.
Understanding of automotive dealership financing and sales processes helpful, but not required.
Knowledge of RouteOne products, teams, customers, and processes (which can/will be developed on the job).
Strong analytical and troubleshooting skills.
Experience with customer service and support at a software/technology organization, preferably a B2B eCommerce company, helpful but not required.
Experience with service desk and call center technology (e.g., CA Service Desk, Salesforce, etc.)
Experience with Acoustic Tealeaf or similar experience analytics tools.
Experience with XML/HTML a plus.
Ability to work in a collaborative team environment, think critically and problem solve, learn new technologies, and adapt to change.
Excellent verbal and written communication skills.
Strong organizational and analytical skills.
Ability to multi-task and support multiple threads of customer support at one time.
Ability to manage time and multiple priorities.
Strong relationship builder within and across organizations.
Thrives in a fast-paced evolving environment.
Excellent attention to detail.
Other Essential Requirements
Bachelor's degree in business or technical area, or suitable work experience.
Prior experience in technology customer service, or related area, is a plus.
Prior experience in automotive finance or other related