Digital Support Specialist

Inside the Role

The Aftermarket Digital Experience team leads the industry with Excelerator, our cutting-edge eCommerce platform that delivers a seamless search-find-buy experience empowering customers to purchase parts, connectivity services, and extended coverage.

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 Excelerator. This role is critical to delivering timely, accurate support that ensures a smooth, successful purchasing experience.

You will also oversee Excelerator Analytics, our parts sales planning and insights tool, supporting dealers and internal sales teams with actionable insights that help drive parts business growth.

In addition, you will play a key role in strengthening our support operations by supporting the implementation of a ticketing solution to efficiently track, prioritize, and resolve inquiries. You will also develop key performance indicators to measure support effectiveness and identify opportunities to enhance processes, introducing new systems and ways of working to drive consistency, scalability, and operational excellence.

You will actively gather and synthesize feedback from dealers and customers, translating real‑world insights into actionable input for the product development team across both Excelerator and Excelerator Analytics. Your contributions will directly influence future enhancements, ensuring new capabilities address genuine customer needs and deliver meaningful business impact.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

Position offers a starting salary range of $78,000 - $100,000 USD 

Pay offered dependent on knowledge, skills, and experience  

 

Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans.  

This posting is considering only current Aftermarket applicants. For a limited time, some positions at DTNA will only be open to current department employees due to restructuring efforts across the organization. For specific questions, please contact your HR Business Partner.

What You Drive at DTNA

• Serve as the primary support contact for dealers and customers, providing guidance on the full functionality of Excelerator and Excelerator Analytics.

• Respond to inquiries and troubleshooting issues promptly and professionally to ensure a seamless purchasing experience.

• Support and manage a ticketing system to track, prioritize, and resolve support requests efficiently.

• 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.

• Collect and synthesize user feedback from dealers and customers to inform product development and guide future enhancements.

• Collaborate with cross-functional teams, including product, sales, and operations, to align support efforts with strategic goals.

• Document support processes and best practices, contributing to internal knowledge bases and training materials.

• Advocate for the user experience, ensuring customer and dealer needs are represented in future releases and support strategies.

Knowledge You Should Bring

• Bachelor’s degree in Business, Information Systems, Operations, or related field OR 6 years relevant experience in lieu of a degree.

• 2+ years of experience in digital 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 interac