Web Development Support Specialist

Published date Posted on Indeed on Jun 16, 2022 (13 d ago)
Web Development Support Specialist

Job Goals & Objectives

Second-level technical support which delights Dealer Spike customers

Job Summary

This position is to provide advanced-level technical support to Dealer Spike customers. This requires comprehensive knowledge of the Dealer Spike Web Platform and expert web development skills. This role handles daily escalations, OEM clients, finance app reviews, and works with Development to correct bugs and add new features to the platform.

Additionally, this role handles specific first-line requests from a subset of clients who are high-profile. Requests handled by this position will often be higher priority or more difficult than typical cases. As such, this role will be expected to properly prioritize requests and provide the most appropriate and effective solutions available. The goal of this position should be to establish long-lasting relationships through solid customer service and delivery of quality technical solutions.

Duties and Responsibilities

Primary

  • Maintain, update, and implement changes to client websites using HTML, CSS / LESS, and JavaScript (jQuery library)
  • Handle requests from a specific subset of clients who are high-profile and/or high-maintenance via email, chat, and inbound/outbound calls
  • Solve customer problems in a reasonable time frame
  • Provide Dealer Spike website platform education/coaching to customers as needed
  • Participate in training sessions on new web technologies and product features
  • Create content for the Dealer Spike Knowledge Base (internal and customer-facing)
  • Work with peers and supervisors to assist in the resolution of any active escalations
  • Deliver a technical support experience that delights customers
  • Review and submit Development Requests for platform bugs and enhancements
  • Code review and deployment of Finance Application changes
  • Consult with clients on the best method for achieving their goals / requests
  • Document customized work within website files and Premium support wikis
  • Step in as a technical liaison to clients, leading technical discussions during implementations
  • Consult, plan, and implement custom project solutions
  • Assist development with product releases and documentation
  • Develop and deliver training on new support processes and procedures
  • Assist in the training and mentoring of new hires
  • Develop and deliver department trainings on platform and/or any items related to web development

Secondary

  • Assist with standard Support cases, chat coverage, and call coverage as needed
  • Keep up to date with industry developments and disseminate knowledge to peers and other team members

Qualifications / Skills

  • Extensive knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, JSON, basic ASP, including concepts like layout, specificity, cross browser compatibility, and accessibility
  • Extensive knowledge of mobile-first, responsive web design, and CSS frameworks such as Bootstrap and Flexbox
  • Excellent written and verbal communication
  • Exceptional critical thinking / troubleshooting / problem solving skills
  • Superior customer service & client handling skills
  • Ability to communicate and collaborate effectively with designers and other development/support agents
  • A natural curiosity and enjoyment of technical challenges
  • Minimum of 1 year in a Tier 1 technical customer support role

Preferred:

  • Familiarity with JavaScript frameworks such as React, AngularJS, and Vue
  • Experience with Microsoft tools and Photoshop
  • Understanding of SEO / SEM (technical, content, etc.)
  • Understanding of eCommerce
  • Understanding of DNS, Web Administration, etc.
  • Understanding of Feeds Systems
  • Understanding of Inventory and Trims databases
  • Associates degree in IT or Web Development

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