Tech Operations Analyst - Level 2 - Remote (NO C2C)

Vaco • los angeles, ca, us • 3w ago

Act as the primary escalation point for dealer support issues, providing expertise in troubleshooting and problem resolution.
Work collaboratively with the Level 1 Service Desk, technical teams, business teams, and dealership users to resolve escalated issues, ensuring high-quality service for dealers.
Independently manage and track assigned support tickets daily, ensuring quick resolution or appropriate escalation of dealer issues.
Address additional support needs as outlined by the Business Operations Management team, including special projects and ongoing trend analysis.
Maintain up-to-date knowledge of products and services, and provide education to dealers and stakeholders (such as the Level 1 Service Desk) when needed.
Support teammates in identifying and implementing opportunities for continuous improvement within Business Operations, promoting innovation to enhance customer service.
Participate in the Business Operations On-Call Support rotation, including occasional evening and weekend shifts.
Revise certification programs for products as enhancements and changes are introduced.
Ensure compliance with safety, security, and privacy standards across all responsibilities.
Follow all audit and security policies and procedures.

Knowledge

Basic understanding of workflow management, with the ability to identify improvement needs and opportunities.
Familiarity with automotive dealership financing and sales processes is a plus, but not essential.
Knowledge of relevant products, teams, customers, and processes will be developed on the job.

Skills

Strong analytical and problem-solving abilities.
Experience in customer service and support within a software or technology organization, preferably in a B2B eCommerce setting, is beneficial but not required.
Familiarity with service desk and call center technologies (e.g., CA Service Desk, Salesforce, etc.).
Experience with analytics tools, such as Acoustic Tealeaf, is a plus.
Basic knowledge of XML/HTML is an advantage.

Abilities

Ability to work effectively in a collaborative team environment, think critically, solve problems, learn new technologies, and adapt to change.
Excellent verbal and written communication skills.
Strong organizational and analytical capabilities.
Ability to multitask and manage multiple customer support threads simultaneously.
Effective time management skills and the ability to prioritize tasks.
Strong relationship-building skills within and across teams.
Ability to thrive in a fast-paced and evolving environment.
Exceptional attention to detail.

Other Essential Requirements

Bachelor's degree in business or a technical field, or equivalent work experience.
2-3 years of relevant experience.
Prior experience in technology customer service or a related field is advantageous.
Experience in automotive finance or related consumer finance is a plus.

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