Dealer Operations Analyst

Entrega Systems Group - Troy, MI

Full-time

Troy, MI

Professional, Scientific, and Technical Services

About the position

The Dealer Operations Analyst at Entrega Systems Group Inc. plays a crucial role in providing support services to clients utilizing custom and dynamic web-based software products. This position is designed for individuals who are adept at troubleshooting and resolving technical issues while customizing software settings to enhance application performance for customers. The Analyst will be responsible for ensuring that clients receive timely and effective support, which is essential for maintaining high levels of customer satisfaction and operational efficiency. In this role, the Analyst will engage in a variety of tasks that include reviewing and troubleshooting software application performance issues, responding promptly to inbound inquiries via phone and email, and documenting all interactions with dealers. This documentation is vital for tracking feedback, actions taken, and outlining next steps. The Analyst will also be expected to communicate professionally with various stakeholders, including third-party vendors, internal team members, original equipment manufacturers (OEMs), and dealer clients. Proactive communication is key, as the Analyst will need to gather onboarding and setup information from customers, complete website configurations, and ensure that services are optimized through thorough analysis of application settings. The position may also require flexibility, as additional duties may arise based on the department's needs. This adaptability is essential in a fast-paced environment where business requirements can change rapidly. Overall, the Dealer Operations Analyst is integral to the success of the organization by ensuring that clients receive the highest level of service and support for their software applications.

Responsibilities

• Review, troubleshoot, and resolve issues regarding software application performance for clients; escalates when appropriate.
• Respond with urgency to all inbound queue activity (phone and email).
• Timely and accurate documentation of all Dealer interactions, feedback, actions taken, and next steps needed.
• Communicate professionally with project partners, including multiple 3rd party vendors, internal team members, OEM, and dealer clients.
• Proactively communicate with customers to generate and/or gather onboarding and setup information.
• Complete website configuration and ensure service optimization by leveraging thorough analysis of application configuration.
• Perform other duties as required to support the needs of the department or organization.

Requirements

• Ability to work independently as well as in a team environment.
• Capable of managing multiple tasks and projects simultaneously.
• Comfortability working under pressure or strict deadlines.
• Demonstrated ability to solve problems and formulate recommendations.
• Excellent communication skills.
• Exceptional attention to detail.
• Outstanding writing and analytical-thinking skills.
• Passion for learning and personal growth, specifically when it comes to technology.
• Possess organizational and prioritization skills.