Respond promptly to Dealer inquiries via phone, email, and chat regarding the Quoting platform
Guide Dealers through the quoting process, including account setup, product configuration, pricing, and submission of quotes
Troubleshoot and resolve technical issues related to platform access, system errors, and data discrepancies
Document and track reported issues, feature requests, and feedback, escalating to technical teams when necessary
Provide clear, step-by-step instructions and training resources to help Dealers maximize platform functionality
Maintain up-to-date knowledge of platform features, updates, and best practices
Collaborate with cross-functional teams (Product, IT, Sales) to ensure Dealer satisfaction and continuous improvement of support processes
Monitor and report on common issues and trends to inform product enhancements and Dealer education initiatives

High school diploma or equivalent; associate or bachelor’s degree preferred
Experience in a helpdesk, customer service, or technical support role, ideally supporting software platforms
Excellent verbal and written communication skills, with the ability to explain complex concepts simply
Strong problem-solving skills and attention to detail
Ability to multitask and manage time effectively in a fast-paced environment
Proficiency with web-based applications, CRM or ticketing systems, and Microsoft Office Suite
Customer-centric mindset and a positive, professional attitude
Willingness to learn new systems and processes continuously
Familiarity with quoting or sales enablement platforms preferred
Technical certifications or training related to software support preferred

Help Desk Analyst

Key skills