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

Vaco - Farmington Hills, MI

Full-time - Entry Level

Onsite - Farmington Hills, MI

Administrative and Support Services

About the position

The Tech Operations Analyst - Level 2 is responsible for acting as the primary escalation point for dealer support issues, ensuring high-quality service and effective problem resolution. This role involves collaboration with various teams to manage support tickets, address additional support needs, and maintain knowledge of products and services. The analyst will also participate in on-call support rotations and contribute to continuous improvement initiatives within Business Operations.

Responsibilities

• 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.
• 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 when needed.
• Support teammates in identifying and implementing opportunities for continuous improvement within Business Operations.
• 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.

Requirements

• Bachelor's degree in business or a technical field, or equivalent work experience.
• 2-3 years of relevant experience.
• Strong analytical and problem-solving abilities.
• Experience in customer service and support within a software or technology organization, preferably in a B2B eCommerce setting.
• Familiarity with service desk and call center technologies (e.g., CA Service Desk, Salesforce, etc.).
• Basic knowledge of XML/HTML is an advantage.

Nice-to-haves

• Familiarity with automotive dealership financing and sales processes is a plus.
• Experience with analytics tools, such as Acoustic Tealeaf, is a plus.
• Prior experience in technology customer service or a related field is advantageous.
• Experience in automotive finance or related consumer finance is a plus.