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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in managing customer support and technical inquiries within a SaaS environment, utilizing strong analytical skills to troubleshoot and resolve issues effectively. Capable of optimizing software configurations and integrations while maintaining excellent communication and organizational skills.
Highest-signal resume keywords
Customer Support ExperienceTechnical Support SkillsProficiency in JSON, XML, HTML, CSS, and RegexExperience with Salesforce, Jira, and PostmanFamiliarity with Automotive Dealership Operations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
JSONXMLHTMLCSSRegexAPIsTroubleshootingConfiguration ManagementTechnical SupportCustomer Support
Soft Skills
Attention to DetailAnalytical ThinkingExcellent CommunicationOrganizational SkillsProblem-Solving
Tools & Technologies
SalesforceJiraPostmanAI-Assisted Tools
Industry Keywords
SaaSAutomotive Dealership OperationsAccount ManagementService Level AgreementsCustomer-Facing Role
About the role
Key responsibilities & impact- Support the ongoing operational health, configuration, and functionality of AutoFi products and services for dealership and dealer group partners
- Serve as a primary point of contact for Dealer Partners, responding to inquiries, resolving issues, and managing requests according to service levels
- Develop and maintain proficiency in AutoFi’s product suite, integration capabilities, and Dealer Partner use cases
- Maintain and optimize program settings, configurations, features, and integrations using JSON, XML, CSS, and Regex as needed
- Validate completed work to ensure configuration changes are accurate, complete, and functioning as intended
- Troubleshoot configuration, integration, and functional issues, identify root causes, resolve common problems, and escalate complex issues
- Collaborate with Account Management, Product, Engineering, internal teams, and external vendors
- Monitor Dealer Partner programs for anomalies, configuration gaps, and performance improvement opportunities
- Manage approximately 20–30 concurrent requests through resolution against SLAs, including documentation, communication, and follow-up via phone, email, and text
- Identify recurring issues and contribute to standardized procedures, documentation, and best practices
- Support first-line inquiries across AutoFi’s Partner ecosystem through phone, chat, and email
- Participate in scheduled after-hours support coverage, including at least one Saturday per month
Requirements
What you’ll need- 2–3 years of experience in customer support, technical support, account management, or a related customer-facing role, preferably within a SaaS environment
- Strong attention to detail and ability to accurately execute, validate, and document work
- Analytical and critical thinking skills, including independently investigating issues, troubleshooting basic technical problems, and determining when escalation is appropriate
- Excellent written and verbal communication skills, including explaining technical concepts clearly and navigating challenging customer interactions
- Strong organizational and time management skills, with ability to prioritize competing requests and meet service expectations
- Technical aptitude and comfort working with software configurations, system settings, integrated applications, and AI Agents
- Proactive, accountable approach to problem-solving and ability to work independently and collaboratively
- Flexibility to participate in scheduled evening and weekend coverage, including a minimum of one Saturday per month
- Familiarity with automotive dealership operations, business models, and personnel responsibilities strongly preferred
- Working knowledge of APIs, JSON, XML, HTML, CSS, and Regex strongly preferred
- Experience using Salesforce, Jira, Postman, or similar CRM, case management, and API troubleshooting tools preferred
- Experience using AI-assisted tools to improve productivity, troubleshooting, or customer support workflows preferred
Benefits
Comp & perks- Full training
- Competitive total rewards package
- Medical, Dental & Vision coverage with 100% premium coverage for employees and 50+% for dependents
- Flexible work hours
- Remote environment
- Competitive pay
- Growth opportunities within a dynamic culture
- Wellness and cultural initiatives, including fitness challenges, wellness webinars, virtual games, and regional activities
- Up to $1K per year for employee professional development
- Stock options
- $2,000 CAD performance bonus annually