Customer Service Support Specialist

DealerWorks is the fastest-growing transaction management platform in the automobile dealership industry. We help dealerships streamline operations, modernize workflows, and connect teams with the tools they need to succeed. 

We are looking for a Support Specialist who can handle incoming questions from active DealerWorks customers and resolve issues without bouncing tickets around. If you’re tech-savvy, comfortable digging into code-level details, and can deal with customers without getting flustered, you’ll fit the role.

What You will Do

• Handle support requests from current DealerWorks clients via phone, email, and ticketing
• Diagnose issues across the platform, terminals, integrations, and dealership workflows
• Troubleshoot technical problems with enough depth to understand what’s happening under the hood
• Review logs, identify possible code-related issues, and escalate clean, actionable details to engineering
• Walk users through solutions clearly and confidently
• Document resolved cases, recurring issues, and product feedback
• Maintain tight communication with Account Managers to ensure customers stay informed
• Keep response times fast and resolutions accurate — no guesswork

What You Need

• Strong technical aptitude and the ability to navigate software systems quickly
• Basic coding knowledge (reading logs, understanding APIs, spotting errors, communicating technical details)
• Solid customer service skills — clear communicator, patient, and able to handle different personalities
• Experience supporting SaaS or dealership technology is a plus
• Ability to multitask, prioritize, and keep cases organized

Nice to Have

• Experience troubleshooting APIs, terminals, or cloud-based architecture
• Previous support or QA background
• Familiarity with dealership DMS platforms (Reynolds, CDK, Dealertrack, Tekion)
• Experience assisting a CTO role — light technical tasks, project follow-ups, and keeping priorities organized when things get busy.

Why you are a Good Fit

• You take ownership — when a problem hits your queue, you drive it to the finish line.
• You stay calm under pressure and keep customers confident, even when issues get messy.
• You’re genuinely curious about how systems work and love digging into the technical side.
• You communicate clearly without talking over people’s heads.
• You don’t guess — you troubleshoot methodically and escalate with clean, actionable details.
• You thrive in a fast-moving environment and don’t mind juggling multiple priorities.