Customer Experience & Support (1)

Since our founding in 2012, Lotlinx has consistently pioneered advancements in the automotive landscape. We specialize in empowering automobile dealers and manufacturers by providing cutting-edge data and technology, delivering a distinct market advantage for every single vehicle transaction. Today, we stand as the foremost automotive AI and machine learning powered technology, excelling in digital marketing, risk management, and strategic inventory management.

Lotlinx provides employees with a dynamic work environment that is challenging, team-oriented, and full of passionate people. We offer great incentives to our employees, such as competitive compensation and benefits, flex time off, and career development opportunities.

Job Summary

Reporting to the Product Operations Lead, and as a member of the Product Operations team, there is an opportunity for a full-time, highly engaged, creative and attentive individual to focus on, analyze and strategize within our SaaS/products to continue the growth and advanced capabilities within the technology.

Who is the Product Ops team?

The Product Ops team sits in the nucleus of Lotlinx. Focusing on Powering, Performance and Health data of our products and services, Product Ops provides support to customers as well as our internal teams.

By being the backbone of the Lotlinx Product, the Product Ops team’s mission is to deliver smooth and ultra efficient support to our customers with the Vision to become the top performing Operations team in the Digital Automotive Industry while valuing Trust, Customer Success, Active Learning and Ultra-Efficiency.

Key Responsibilities:

Take preliminary actions to resolve tickets and/or technical/product issues.
Provide quality service to Lotlinx’s internal customers in all assigned tasks.
Support internal customers with product training, knowledge and expertise.
Provide solutions in a timely fashion for issues that may arise with all Lotlinx products.
Log and track support calls/tickets/chats in the designated Lotlinx system(s).
Prioritize and escalate jobs as required to ensure customer satisfaction.
Identify trends through support communication and develop documentation to address the most often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
Brief customers, as well as management, on the status of current resolution efforts.
Attend daily/weekly meetings as requested or required.
Communicate effectively with key 3rd party technology partners.
Assist with the development and testing of newly designed products for operational integrity and function.
Effectively communicate ideas, expectations, and goals while working with and through others to achieve desired results.
Uphold Lotlinx values at all times
Monitor system and data quality alerts across all Lotlinx products, investigating and resolving issues proactively, and recommend new or refined alerting where coverage gaps exist.
Identify gaps, bottlenecks, and breakdowns in existing operational processes and cross-team workflows, and drive improvements that reduce manual effort, error, and risk.
Assist with the development and testing of newly designed products for operational integrity and function, including defining requirements and validating automated processes against manual outputs.

Qualifications:

Technical Trade degree/diploma is beneficial
3+ years experience in an operational/technical support environment
Ability to write basic SQL queries to retrieve and verify data as needed
Familiarity with Google Analytics (GA4) and basic web performance metrics is a plus.
Previous software or other technical training
Previous operational team experience beneficial
Previous product team experience is beneficial
Strong communication skills; verbal, spoken and written.
Strong customer-centric attitude is a must. Demonstrated networking skills, able to foster strong relationships internally and externally.
Diagnostic and analytical skills
Strong computer literacy skills and understanding of terminology and functionality
Ability to multitask and prioritize
Ability to be proactive and able to take direction and establish ownership of projects
Prior help desk and ticketing systems is an asset

The salary range for this position is $68,000 - $75,000 with an annual target bonus.

Lotlinx provides a comprehensive benefits package.

This job posting is for an existing vacancy. Please be advised that Lotlinx uses artificial intelligence technology to assist in the screening and selection process for this vacancy.

Lotlinx is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Lotlinx is not currently able to offer sponsorship for employment visa status.

Lotlinx is headquartered in Peterborough, NH and has locations in Holmdel NJ, Manitoba, Ontario and British Columbia, Canada in addition to a large team spanning from the US to Canada.

Our success relies heavily on our customers but also our dedicated talent that continuously moves our platform forward. We value our employees, their abilities and seek to foster an open, cooperative, dynamic environment where the team and company alike can thrive.

Product Operations Specialist

Lotlinx

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