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Digital Support Specialist

Aditi Consulting

Fort Mill, SC

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JOB DETAILS
SALARY
$24–$25 Per Hour
SKILLS
Agile Programming Methodologies, Analysis Skills, Artificial Intelligence (AI), Artificial Intelligence (AI) Agents, Atlassian JIRA, Automation, Automotive Automation, Best Practices, Business Intelligence Software, Communication Skills, Consulting, Continuous Improvement, Conversation Engine, Customer Experience, Customer Support/Service, Customer/Client Research, Data Analysis, Data Visualization, Detail Oriented, Establish Priorities, Frequently Asked Questions (FAQ), Heavy Equipment/Vehicles, Identify Issues, Information Technology & Information Systems, Knowledge Base, Messaging Technology, Multitasking, Operational Support, Organizational Skills, People Management, Performance Analysis, Performance Metrics, Power BI, Process Improvement, Product Development, Product Documentation, Purchasing/Procurement, Query Analysis, Reporting Dashboards, Resolve Customer Issues, Revenue Growth, SQL (Structured Query Language), Salesforce.com, ServiceNow, Short Messaging Service (SMS), Speech Technology, Standard Operating Procedures (SOP), Standards Development, State Laws and Regulations, Support Documentation, System Operations, Tableau, Team Lead/Manager, Telephony, Time Management, Usability Engineering, ZenDesk, eCommerce
LOCATION
Fort Mill, SC
POSTED
1 day ago
Payrate: $24.00- $25.00/hr.
 
Summary:
As a Digital Support Specialist, you will serve as the primary point of contact for our dealer network and customers, guiding users through the full capabilities of Accelerator. This role is critical to deliver timely, accurate support that ensures a smooth, successful purchasing experience. You will also manage the Independent Repair Facility (IRF) program, which extends enhanced benefits to eligible repair facilities, driving improved customer experiences and meaningful revenue growth for both our dealer network and client. As the program steward, you will oversee customer eligibility, provision access credentials, and serve as a trusted resource for dealers, customers, and client field teams. In addition, you will actively gather and synthesize feedback from dealers and customers, translating real-world insights into actionable recommendations for the product development team. Your contributions will directly shape future enhancements, ensuring new capabilities are aligned to customer needs and deliver measurable business impact.
 
Responsibilities:
  • Serve as the primary support contact for dealers and customers, providing guidance on the full functionality of Accelerator.
  • Field questions and issues from dealers and customers, investigate and analyze as appropriate, and respond in a prompt, professional manner.
  • Escalate complex issues to business leads, technical teams, or other teams as appropriate.
  • Collect and synthesize user feedback from dealers and customers to inform product development and guide future enhancements.
  • Document support processes and best practices, contributing to internal knowledge bases and training materials.
  • Establish and build key performance indicators to monitor support trends and recurring issues, identifying opportunities for process improvements and proactive solutions.
  • Participate in testing new platform features, providing feedback on usability, performance, and potential enhancements.
  • Oversee the Independent Repair Facility (IRF) program, including:
    • Evaluating repair facility eligibility in alignment with established program guidelines.
    • Provisioning access to approved facilities in a timely and accurate manner.
  • Serving as a primary point of contact for dealers, customers, and DTNA field teams for program-related questions and access support.
 
Requirements:
  • Bachelor’s degree in business, Information Systems, Operations, or related field.
  • 2+ years of experience in software operations, customer support, or eCommerce management.
  • Excellent communication skills, with the ability to convey information clearly, professionally, and effectively in both verbal and written formats.
  • Organized and detail-oriented, especially when tracking inquiries or documenting support interactions.
  • Ability to quickly learn new systems and adapt efficiently to evolving tools, features, and workflows.
  • Proven ability to manage multiple priorities simultaneously, adjusting focus based on business needs.
  • Strong continuous improvement mindset, with a focus on delivering incremental, measurable process enhancements.
  • Skilled in creating and maintaining Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and internal knowledge bases to streamline support operations.
  • Knowledge of key performance indicators such as, first response time, resolution rate and first contact resolution. Exceptional Candidates Might Have
  • Experience in the automotive or heavy-duty truck industry, especially in aftermarket services.
  • Hands-on knowledge of support platforms like Zendesk, ServiceNow, or Salesforce for tracking, prioritizing, and resolving user inquiries.
  • Proficiency in data visualization and business intelligence tools such as Power BI or Tableau, with the ability to build, interpret, and maintain dashboards and reports.
  • Proficiency in SQL with experience querying and analyzing data to support reporting and business insights with performance in mind.
  • Experience designing and implementing AI agents or automated workflows using tools such as chatbots, virtual agents, workflow automation platforms (e.g., Power Automate, ServiceNow), or ticketing system automations to streamline support operations.
  • Experience with Agile product development processes and collaboration tools (e.g., Jira, Confluence)
 
Pay Transparency: The typical base pay for this role across the U.S. is: $24.00- $25.00/hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, denmatch, lifeion benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match,  life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded.
 
Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying “STOP” to messages or by contacting privacy@aditiconsulting.com.
For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy .
 
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Aditi Consulting